I still remember my first car accident. Nothing dramatic—just a fender bender at a four-way stop in Randburg. My heart was racing, my hands were shaking, and all I could think was: “How do I even begin to call the insurance company?” I dreaded the thought of waiting on hold, being transferred between agents, and repeating the same story over and over again. That phone call felt more stressful than the actual accident.
Fast forward to today, and I hear about MiWay’s call-free claims process. At first, I thought it was just marketing fluff—surely you can’t handle something as serious as an accident claim without talking to someone? But after digging deeper, and speaking to a couple of friends who’ve actually used it, I realized there might be something to it. It’s not just about saving a phone call. It may very well be reshaping how South Africans experience car insurance claims altogether.
Why Phone Calls Became a Pain Point
For years, claims departments relied heavily on phone calls. If you were in an accident, you’d brace yourself for hours of back-and-forth conversations. You’d tell your story, get asked to repeat details you’d already shared online, and sometimes end up with a different consultant calling you back for “clarification.”
Now, some people may argue that speaking to a human being is comforting during a stressful event. And that’s true to an extent. But many South Africans—myself included—would rather not spend half the day explaining things on the phone when technology could handle most of it. Add to that the load-shedding disruptions, noisy taxi ranks, or simply being at work and unable to talk freely, and it becomes clear why a call-free option seems appealing.
What Exactly Does “Call-Free” Mean?
MiWay’s system allows policyholders to initiate, track, and even finalize claims entirely online—through an app or web portal—without the need to pick up the phone. You upload pictures of the damage, submit details about what happened, and the system guides you through the steps.
Some processes, like arranging a tow truck or booking a repair, are automated. In other words, instead of waiting for someone in a call centre to organize a tow truck while your car is stuck on the N1, the app connects you directly to MiWay’s network of service providers. That’s not just efficient; in urgent situations, it can be a lifesaver.
Still, there’s a catch worth noting. While the majority of claims may be managed without human intervention, some complex cases—think multi-car collisions or disputed liability—are likely to be escalated to a consultant. And perhaps that’s the sweet spot: routine claims can be frictionless, while more complicated ones still get the personal touch.
The South African Context
It’s worth pausing here. South Africa is not Silicon Valley. Internet connectivity isn’t always reliable, smartphone penetration is uneven, and digital literacy varies. So one could argue that a fully digital claims process might unintentionally exclude some customers.
Yet, interestingly, South Africans are remarkably adaptive with mobile services. We’ve leapfrogged certain “first-world” stages by going straight to mobile banking apps, mobile wallets, and even WhatsApp-based services. So the leap from calling a claims centre to tapping through an app isn’t as unrealistic as it might first sound.
Also, let’s not underestimate just how frustrating traditional claim processes can be. The time wasted on calls, the paperwork, the follow-ups—it’s the kind of inefficiency that pushes people to embrace alternatives, even if it means learning something new.
A Game-Changer for Efficiency
The phrase “game-changer” gets overused, but here it does seem justified. Think about it:
-
Speed: The claim process no longer drags on for days while waiting for call-backs.
-
Transparency: You can track progress in real-time instead of wondering if your claim is “still being processed.”
-
Control: Instead of being a passive participant who waits for updates, you’re actively managing your claim.
I asked a friend, Sipho, who recently went through the process after his car was rear-ended at a traffic light in Pretoria. He told me he uploaded photos on the spot, had a tow truck dispatched within minutes, and was able to check on the repair shop’s status through the app. “The only call I made was to my wife to tell her I was okay,” he joked.
Of course, not everyone’s experience will be that seamless. Systems fail, apps crash, and sometimes you just want a human being to reassure you that your claim is in good hands. But the fact that Sipho avoided the dreaded “Please hold while I transfer you to the correct department” dance is proof enough that something important is happening here.
Where Human Touch Still Matters
Here’s where the nuance comes in. As much as I love the idea of ditching phone calls, I can’t help but think about moments when human empathy makes all the difference. Imagine someone who has just survived a traumatic accident, shaken and vulnerable. Will an app feel supportive enough in that moment? Or does the reassurance of a calm voice on the other end still carry weight?
MiWay seems aware of this tension. The system doesn’t completely eliminate human support—it just makes it optional. If you prefer to speak to someone, you can. But if you’d rather handle it all quietly, without explaining your situation to multiple people, that option is there too.
In many ways, this balance may be the real game-changer: choice. Instead of forcing everyone into a single channel, MiWay is creating space for different personalities, contexts, and preferences.
A Shift in Customer Expectations
The broader implication here is cultural. Once people experience a hassle-free, call-free claim, they’re unlikely to go back to the old way willingly. The bar for customer service in the insurance industry is being raised, quietly but firmly.
And once one insurer sets that standard, competitors will be pressured to catch up. Already, we’ve seen companies like OUTsurance and Discovery experimenting with faster, tech-driven processes. But MiWay’s boldness in branding itself around “call-free” claims feels like a statement: the days of sitting on hold are numbered.
The Possible Downsides
Of course, there’s no silver bullet. A purely digital claims process might:
-
Struggle when it comes to edge cases, like disputed liability.
-
Alienate older customers less comfortable with apps.
-
Create frustration if the app has bugs or downtime.
And let’s be honest: insurance companies don’t exactly have spotless reputations when it comes to “efficiency promises.” There will always be skepticism about whether the tech works as well in practice as it does in the marketing brochure.
Still, the direction seems clear. As long as the system evolves with feedback and maintains the option for human support, the risks appear manageable.
Personal Reflection
If I’m honest, I think back to that first accident of mine in Randburg. Had this system existed then, my experience would’ve been entirely different. Instead of dreading the phone call, I would’ve opened an app, tapped through a few steps, and carried on with my day. No hold music, no miscommunication, no anxiety about whether the consultant “logged my claim correctly.”
And that’s the point. It’s not about eliminating humans from the process; it’s about eliminating friction.
Looking Ahead
Where does this go from here? I wouldn’t be surprised if we soon see claims being handled partly through WhatsApp chatbots or even AI voice assistants. Perhaps you’ll just say, “Hey MiWay, I had a bumper bash,” and the process kicks off automatically.
It’s easy to scoff at these possibilities, but then again, many of us once thought online banking was too risky. Now it’s the default. Insurance claims might follow a similar path.
Final Thoughts
MiWay’s call-free claims process may not be perfect, and it won’t suit every single South African. But it does represent a shift toward putting power back in the hands of the customer. It shows a recognition that modern life is busy, stressful, and filled with enough admin already.
If you’ve ever sat listening to hold music, desperately hoping the consultant won’t drop your call after 45 minutes, you’ll know why this matters.
For me, the real “game-changing” element isn’t just speed or technology—it’s the freedom to choose. To choose whether you want to speak to someone or not. To choose whether you handle the claim on your terms or on the insurer’s timetable. That sense of control, after all, may be what makes a stressful situation just a little bit easier to bear.