Hollard vs. MiWay: Which Car Insurance Handles Claims Better?

Picking car insurance in South Africa can feel a bit like navigating a minefield. On paper, the policies look neat and tidy, with pages of coverage options, limits, and fine print that make your eyes glaze over. But when it comes down to it—actually needing to make a claim—it’s a whole different ballgame. And honestly, that’s where the real differences between insurers reveal themselves. Today, I want to compare two major players you’ve probably heard of: Hollard and MiWay, focusing squarely on claims handling.

Before I jump in, I should say—this isn’t about who’s cheaper or who’s flashier online. We’re talking real-life experiences, the nitty-gritty of paperwork, wait times, and whether your insurer treats you like a number or a person when things go south.

Setting the Stage: Hollard and MiWay in a Nutshell

Hollard has been around for decades, often regarded as one of South Africa’s traditional heavyweights in insurance. Their model leans toward partnerships with brokers, which means your interaction is often mediated. You might call Hollard yourself, but frequently, it’s your broker acting as the middleman. This system has pros and cons—sometimes the broker smooths the process, other times, it adds another layer of waiting.

MiWay, on the other hand, made a name by being different. They were early adopters of online-focused insurance, allowing you to buy, manage, and even claim largely through their app or website. It’s appealing if you like control and hate calling brokers, but it also raises questions about personal touch. Can an app really make up for human support when your car is smashed up in an accident?

So, how do these differences translate when you actually need to make a claim?

First Impressions Matter

Imagine this: You’ve just backed your car into a neighbour’s fence. Heart racing, adrenaline pumping. You grab your phone and… call your insurer. This first interaction often sets the tone for everything that follows.

With Hollard, the process tends to be more formal. Expect to explain what happened, sometimes multiple times, to both your broker and the claims team. For someone who values guidance, this can feel reassuring. You’re not left wondering if your claim fell through the cracks. On the flip side, this can also feel slow. A friend of mine once waited almost a week for the initial claim to be acknowledged because the broker was juggling several clients.

MiWay often feels more immediate. Their app lets you lodge a claim, upload photos, and track progress without waiting for office hours. I tried it once after a minor collision in Cape Town, and within an hour, a claims advisor had called me. That responsiveness is a clear win, especially for minor accidents where time is of the essence. But—and there’s always a but—when the situation is complex, I’ve heard stories of clients feeling like the human touch was missing. Apps are great until they can’t interpret nuance.

Speed vs. Support

One of the trickiest things to measure is how quickly claims are handled versus the quality of support provided. Hollard tends to score higher on personal guidance. When something unexpected pops up—like missing paperwork or an unexpected repair quote—you can usually get someone on the phone to walk you through it. However, this often comes at the cost of speed. If you’re impatient or your vehicle is your lifeline for commuting, that delay can be frustrating.

MiWay, by contrast, may get you through the initial claim faster but sometimes falters if the claim isn’t straightforward. I’ve read reviews of customers feeling stuck when an accident involved multiple parties or required detailed investigation. The app flags the issue, but the human intervention comes a little later, which can feel like being in limbo.

So, do you value immediacy or a steady guiding hand? It seems that’s the trade-off here.

Communication: The Unsung Hero

You can have the fastest claim process in the world, but if communication is poor, it doesn’t matter. Hollard leans on brokers, which means communication often depends on the broker’s efficiency. I’ve personally had a broker check in every day after my claim, giving updates and reassuring me that things were moving. That personal touch can reduce stress, especially when your car is in the workshop, and your daily routine is upside down.

MiWay’s communication is largely digital. Push notifications, emails, and app updates keep you informed. For tech-savvy people, this can feel efficient, even satisfying. But for someone who likes to ask questions and get nuanced answers, it might feel impersonal. One scenario I recall from a forum was a client struggling to understand why their claim was partially rejected. The app gave the decision, but getting an explanation took extra calls. Not disastrous, but it highlights that technology doesn’t always replace empathy.

Handling Complex Claims

Here’s where things get interesting. Minor scratches, dents, or bumper bumps are one thing—but if your accident is messy, involving third parties, injuries, or stolen vehicles, the differences become more pronounced.

Hollard’s broker-based system can help here. Brokers often have established relationships with repair shops, adjusters, and even legal advisors. If your car was vandalised or stolen, Hollard’s structure may help smooth out disputes and expedite repairs. But again, this depends heavily on your broker. A great broker can make you feel like a VIP; an overwhelmed one may slow the process.

MiWay’s digital-first approach handles simple claims elegantly, but in a complicated scenario, the lack of in-person support can feel like a gap. While their app tracks your claim and allows you to upload documents, resolving disputes or negotiating with repair shops may require more effort on your part.

Real-Life Anecdotes

Let me share a couple of stories.

A colleague of mine, let's call her Thandi, had a minor fender-bender in Johannesburg. She used MiWay. Within hours, she’d submitted photos and documents via the app. The claim was approved, and the car was repaired in under a week. She was thrilled—especially since her car is her Uber ride for extra income.

Meanwhile, my cousin, Sipho, had his car stolen in Pretoria. He’s with Hollard, and because his broker had a direct line to the claims department, the claim process was smoother despite the complexity. It took longer than Thandi’s minor claim, yes, but he never felt left in the dark. He knew exactly what was happening at each stage.

These stories illustrate that claims experience isn’t only about speed—it’s about fit. If your car is your daily lifeline and you want speed, MiWay may be appealing. If your situation is potentially complicated, Hollard’s structure might offer peace of mind.

Cost Implications

It’s worth noting that claims handling also impacts your wallet indirectly. Quick, clear processing can reduce downtime and additional costs, such as rental cars or alternative transport. Hollard may sometimes feel slower, but their attention to detail can prevent errors that could end up costing you more. MiWay’s fast approach is convenient, but if a dispute arises due to missing information or miscommunication, you may spend extra time—or money—resolving it.

Customer Feedback Trends

Looking at reviews and forums, a pattern emerges. MiWay clients often praise speed, convenience, and ease of online tracking. Hollard clients often highlight thoroughness, reliability, and the human element. Neither is perfect, of course—complaints exist for both. MiWay sometimes falls short in complex claims, and Hollard occasionally suffers delays, especially if brokers are busy.

This comparison suggests that neither insurer is universally “better” for claims. It depends heavily on your needs, personality, and the nature of the claim you anticipate.

The Human Factor

At the end of the day, insurance is about people as much as policies. We tend to underestimate how stressful claims can be. The convenience of an app is appealing, but human reassurance counts for a lot. Similarly, the structured guidance of a broker can feel like a safety net, but if you prefer self-service and control, it may feel slow and cumbersome.

Wrapping It Up

If I had to sum it up:

MiWay excels in speed, self-service, and simplicity. For minor accidents or tech-savvy clients, it’s likely the smoother experience.

Hollard shines in complex claims, personal guidance, and nuanced support. If your claim could involve disputes, third parties, or legal intricacies, Hollard may handle the stress better.

In my personal opinion, the “better” insurer is the one that aligns with your lifestyle and expectations. My advice? Think about your car usage, how you react under stress, and whether you value speed over personal touch—or vice versa.

So, next time you’re comparing policies, don’t just skim the premiums. Imagine yourself in a real-life accident, and ask: “Who would I rather be dealing with on the worst day of my driving life?” Your answer may surprise you.

Published on: Sep 11, 2025

Related Post