Greta Goosen, Head of Client Services at MiWay.
MiWay insurance has brought its 24-hour emergency call centre in-house and enhanced its services, to better assist MiWay customers around the clock, 7 days a week.
Greta Goosen, Head of Client Services, says the move allows MiWay to improve the already great service it delivers to its policyholders: “We care about our clients and we want to handle life threatening situations with the urgency it deserves.”
“The MiHelp line (0860 076 764) is now operated by MiWay directly, which means we can dispatch emergency assistance far faster and our clients will spend less time waiting for emergency medical services, roadside assistance, a tow truck or other assistance at the scene of a vehicle accident or household emergency,” she says. The move also allows MiWay to offer follow-up processes and claims support at all hours of the day and night.
The in-house call centre allows MiWay to provide customers with hands-on assistance and gives the company more control over managing emergency situations. Before the end of the year, MiWay plans to enhance its App capability to seamlessly manage an emergency case from start to finish. The call centre will also automatically register the incident with a MiWay claims advisor, who will serve as the customer’s direct channel in processing the claim.
All consultants in this call centre are also fully Regulatory Examination (RE) qualified, or in the process of completing their RE qualification, allowing MiWay the opportunity to also service its clients on the rendering of financial services and non-emergency related needs 24/7/365.
“Ultimately, the MiHelp call centre aims to use its service excellence and technology innovations to alleviate the stress associated with emergencies on the road and at home, and to speed up and simplify the claims process related to such emergencies,” says Goosen.
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