3rd party liability claim (no feedback, responses days apart)

Poor communication skills. short one-liner responses followed by a copy and paste policy.

Timeline:

23/05/2022 - Miway Client rear-ends me while standing still in traffic 24/05/2022 - I call their legal department, and they refer me to the Liabilities department sending me a huge list of documents and quotes required. 25 & 26/05/2022 I drive around ensuring I have all the documents and quotes from insurance registered panel beaters on beaters, one being 59K+- and the other 63k+- 27/05/2022 - I submit all documents, quotes, and photos. I then receive an automated reply stating it will take 2 Business days for an agent to be assigned to my claim 28/05/2022 - [WEEKEND] 29/05/2022 - [WEEKEND] 30/05/2022 - No response 31/05/2022 - I receive a response stating they acknowledge receipt of documents and an agent has been allocated 31/05/2022 - The agent responds stating they are waiting for their policy holder's claim to be authorized. (Fair enough) 01/06/2022 - No response or Feedback 02/06/2022 - No response or Feedback 03/06/2022 - I email in requesting feedback - No response or feedback 04 & 05/06/2022 - [Weekend] 06/06/2022 - I email requesting Feedback No response again 07/06/2022 - The agent replies stating the Policy Holder's Claim has now been approved, however, my quotes have been handed over to an assessor to check whether they are fair and reasonable, that he might request to physically inspect the vehicle and this could take up to 10 Business days.

THIS IS WHERE THE PROBLEMS START This I would have understood if it were some backyard panel beater, however, both Panel beaters are well known and registered with most insurance companies and to my knowledge, the panel beater with the more expensive quote, in particular, is one they (Miway) make use of for repairs and assessments of their own client's claims. I accept this thinking meh, they know these guys and surely it won't take that long as that particular Panel-Beater (Which again MiWay makes use of) was the one that provided me with all the photos indicating all damage done to my vehicle which I had forwarded with the claim (34 Photos to be exact with date stamps), so with that and the report AND sketch I had to provide that clearly proves their client was liable as I was standing still in traffic with my handbrake up its not rocket science to just assess what I provided and by THEIR OWN "TRUSTED and MiWay APPROVED" Panel-Beaters.

Apparently, it is. 08/06/22 - No Contact or Feedback from "assessor' or agent. 09/06/22 - No Contact or Feedback from "assessor' or agent. 10/06/22 - I follow up, again No Contact or Feedback from "assessor' or agent. 11 & 12 - [WEEKEND] 13/06/2022 - I follow up, again No Contact or Feedback from "assessor' or agent. (I however do get an automated out of office response, stating that if it is urgent I should contact their Liability department. 14/06/22 - No Contact or Feedback from Assessor or Agent 15/06/22 - I follow up again and what a surprise no contact or feedback, I also CC'd in the Liabilities email and yet again get an automated response about waiting 2 Business days for an agent to be allocated to me. (by the way, this is the email I was told to use if it was URGENT on the agent's out-of-office response.

So 24 days or 18 Business days since the accident and TAKE NOTE every follow-up mail was sent before 11 am in the morning.

The big reason for this review is because one of the documents they "REQUIRE" to stop insurance ***** is a dated letter from your own insurance stating you will not claim from them, which I provided, However here is the issue, after issuing that letter, my insurance stated that if I want to claim through them and not do a 3rd party Liability claim through MiWay I have 30 days to notify them. NOT 30 BUSINESS DAYS, 30 Calander days. So I have 6 days left to confirm whether MiWay will be authorizing my claim and how long it will take and with the public holiday tomorrow and the coming weekend I have 3 business days to hope and pray they assist. If I do not have confirmation within then 30 days I am left to MiWays tender mercies to get my claim paid out on their own time or I have to pay to have it repaired myself.

This is not acceptable, I stated to the agent in an email the timeline provided by my insurance and yet nothing, no feedback, no contact from the so-called assessor. Just laid-back short responses days apart and the contact details in his signature going straight to their Headoffice, not even a direct number.

I want my claim resolved within this week.