Bad service, no feedback given

I really did not want to write this review on this very platform but circumstances are forcing me to. In July 2019, I had a motor vehicle claim which was handled promptly and repairs were done. I uplifted my vehicle from BMW in August 2019. The issue now is recovery of my excess. Honestly no one from excess recovery division has ever called me to give me feedback. I would religiously call for feedback and be given contradictory feedback. At one point the consultant told me that Zandile is handling my matter and will call me, she never did. This lady was rude. She started by saying who told me that i am entitled to my excess. Hahaha. Told her to spare me the drama and give me feedback on my claim. At another point when I called for feedback one lady said it reflects on the system that summons have been issued against me by the other driver. The summons are uploaded on your system but she can't send them to me. This was a shocker to me. I questioned why summons would be issued against me whereas the other driver was negligent, the AR and his own affidavit admitting liability are there to substantiate my claim. She said she has no idea and not well versed with my claim, she will tell Zandile to call me and advise me accordingly . To date, Zandile has not bothered to call or send me a simple email. I continued to call for feedback, last month I spoke to a gentleman who disputed the fact that summons has been issued against me. Asked to speak to Zandile, he said she was not there but an email was sent to her by her manager to revert to me with feedback. He is surprised that she hasn't. At this point, I'm starting to believe that this Zandile woman does not exist. It's just a way of delaying my claim and avoiding accountability. "zandile" has never called me even upon request. So on my last call, I asked the gentleman why the claim is dragging when I have all details of the negligent driver, contacts, residential place and place of employment. His insurance company is also known to yourselves. Asked why the can't you proceed with summons. Gosh, he told me one hell of story.....how insurance claims are handled differently from normal civil claims. I asked him about time frames, I never got a clear cut response on that. I told him that there should be time frames on the letter of demand, summons and pleadings. He failed to tell me. All he knew was how insurance claims are handled differently. Again there was no transparency on the part of your employee. The year is now over, I am still awaiting my money, hard earned money, MY Excess! I'm waiting for "Zandile" to call me. I have insured 3 cars with Miway but I am starting to think otherwise. Can have my claim expedited as soon as reasonably possible. Can I have be shown the steps taken in this matter, including correspondence with the insurance of the other driver or him personally. This claim is really working on my last nerve!!!!!!!!!!!!!!!!!!!