So this is what happens to your excess recovery.
I’ll start off by stating that I usually have good experiences when it comes to MiWay regarding our motor vehicle insurance. Full disclaimer being that we haven’t claimed much (this incident is the only claim in the motor vehicle insurance). We have been clients for a number of years and customer service has been good. The first time we claimed was in March 2019 when a guy reversed in to our car that was parked in a parking lot. The other driver was driving a company vehicle that was supposedly not insured and was unlicensed (expired discs). They were doing the road markings a few meters away. We supplied Miway with all of the details, photos etc. The man admitted liability and the owner of the company offered to have the vehicle fixed on the side (without contacting our insurance). I declined the offer and went through MiWay. After a following up with MiWay on the excess recovery they called the driver who said that he does not have means to pay the full amount but would at least pay a few hundred rands per month. The driver never started paying and Miway never followed up with this. 

When I followed up with payment a month later I was advised by a consultant that MiWay did not specify a start date on when payments will begin and that they would follow up with the driver and get back to us. This has not happened. I have called and followed up with MiWay but no response.

This lack of being efficient in the recovery will lead to the third party feeling that he will “get away with it” and refuse any future attempts to get him to pay.

I spoke to a consultant and even requested that this be treated as a customer service complaint as the file handler, Sibusiso Hlatshwayo, did not reply to the emails and callback notes left on the file by other agents at MiWay. 

I was last advised by Mr Hlatshwayo that he will refer the matter of legal recovery to his manager. This was in November of 2019. I have not received any feedback whatsoever. 

I doubt that anything will happen but it the situation but it is quite an eye opener. An incident takes place at no fault of your own. You pay the premiums, excess and have this incident on your record (which will be used against you by the insurance company I.r.o premiums). The guilty party walks away Scott free. 

This makes me wonder if we have a serious  incident (like total loss), will we actually get help from the insurer that we have been with for years. 