A MiWay claim is lodged through the main number or the client portal. The 24/7 emergency line is a separate service for immediate assistance and does not by itself register a claim.
Official task/support route
- Claims and general servicing: 0860 64 64 64
- 24/7 emergency assistance at the roadside or at home: 0860 07 67 64
- Self-service: MiWay client portal and app — claims process, submit a claim, self-inspection
- WhatsApp: 0860 64 64 64 — the same number, and worth using on a claim because it leaves a written thread
- Report fraud at MiWay: 0860 004 007 toll free, or [email protected]
- Report insurance crime to the South African Insurance Crime Bureau: 0860 00 25 26, [email protected], or SMS 32269
- Complaints and compliments: MiWay’s Have Your Say channel
MiWay publishes a claims process page and a submit-a-claim route alongside the phone number, so a claim can be started online. The distinction that trips people up is that calling the emergency line to be towed is assistance, not notification — the claim still has to be lodged.
What you need before contacting
Before contacting MiWay, gather the date, time and place of the incident, the vehicle registration, the name and licence details of the person driving, and the details of any other vehicle or party involved. Photographs taken at the scene are worth more than a description given afterwards.
A police case number is generally required for theft, hijacking and any accident involving injury. Obtaining one later is materially harder than at the time, so treat it as part of the immediate response rather than paperwork for later.
Step-by-step contact process
Notify promptly. Most short-term policies require notification within a defined period of the incident, and a late notification is a common reason for a claim to be questioned even where the underlying loss is covered.
Call the emergency number first if you are unsafe, stranded or the vehicle is not driveable — that is what it is for. Then lodge the claim on the main number or through the portal, and record the claim reference.
Expect an assessment step. MiWay uses self-inspection tools for some purposes, and an assessor may be appointed for a damage claim. Answer consistently: the account you give at notification is compared with the assessor’s findings, and inconsistency is the usual trigger for an investigation rather than a settlement.
Keep every reference number in one place, since a claim typically involves several contacts across days and each new call without a reference risks opening a parallel record.
Escalation route
Where a third party was involved, note their details at the scene even if you believe you were not at fault. Recovering from another party’s insurer depends on identifying them, and that becomes very difficult once everyone has left.
If a claim is declined and you believe it should not have been, ask for the reasons in writing and lodge an internal complaint with a reference number before escalating.
Short-term insurance claims disputes that survive the insurer’s internal process go to the National Financial Ombud Scheme, which covers motor and household insurance in South Africa. MiWay is a licensed non-life insurer and FSP 33970, which is the entity a complaint is made against.
Time your call. MiWay’s claims team opens an hour earlier than the rest of the business — 07:00 to 18:00 Monday to Friday, and 08:00 to 13:00 on Saturdays, against 08:00 to 18:00 for client services and sales. That early hour is useful if you are reporting an incident first thing. MiWay notes these times may be affected by public holidays. Only roadside and home assistance runs around the clock. Its address is 48 Sterling Road, Kosmosdal Extension 12, Centurion, 0157, though a claim does not need to be lodged in person.
Sources
Contact details on this page were checked against MiWay’s own contact page, miway.co.za/contact-us, on 30 August 2026. Routes MiWay does not publish are not listed here.