Gauteng Business News

Send  Share  RSS  Twitter  12 Apr 2013

INSURANCE: Hats Off for MiWay from Its Customers


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Direct short-term insurance is not only quicker, simpler and more personal, but MiWay has again shown that clients are very happy doing things their way. The company has recently been placed second in its category in Africa’s largest consumer-driven customer satisfaction awards – showing that for its clients, customer service is at an all-time high.

Unlike other customer service awards, which are voted on by a panel, the South African Service Awards are decided on by votes from the public. The 2012 awards – announced in Johannesburg on 1 March 2013 – saw voting double from the previous year, with more than 200,000 votes cast. MiWay scored an average customer satisfaction rating of 87% from consumer votes.

“We are delighted that our customers recognise and appreciate our efforts – not only through voting for us in the South African Service Awards, but also through enabling us to grow to 170,000 clients and R1.1 billion in gross written premium in 2012,” says Greta Goosen, head of client services at MiWay. “We know we can’t get it right every time, but if we do get it wrong, we fix it fast and fix it properly.”

“There is so much bad publicity around customer service, so we decided it was time to recognise the companies that put the effort into making a difference with regards to customer service,” said Andrew Cook, CEO of Smoke Customer Care Solutions and creator of the South African Service Awards. “Products and service are becoming increasingly commoditised nowadays and customer service has become an essential key differentiator. Customers want to deal with companies that meet and exceed their expected level of service.”

This award is clearly no flash in the pan for MiWay. Over the five years since it launched in February 2008, the company has been driven by a passion to give customers what they actually want. MiWay was the first South African company to launch a totally transparent compliments and complaints page on its site, where everyone can see, warts and all, what its customers are experiencing. Independent consumer service site demonstrates the same satisfaction amongst customers.

What’s more MiWay was the youngest company to win the Ask Afrika Orange Index Service awards in 2011 up against some fierce competition from established insurers. The Ask Afrika Orange Index is South Africa’s largest service excellence benchmark, identifying the country’s top service-oriented companies.

Keep an eye out for new and exciting developments from this business, already well-known for its innovation.


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