Bad Services and poor customer relations from miway and motorite

Good day

My name is Makgolane Mahlabe Lucas, I am driving vw polo, the car is insured by Miway since 2011. I bought the car in 2011 September, my kilometers on the car is at 147 776, Miway sold me a product called miwaranty extended cover for mechanical breakdown, I took the product and I am paying them regularly. On Saturday 28 September 2019. I had a breakdown of my car, it was leaking water and the car didn't not have power, so I took the car to mechanic I was told that the problem with my car is water pump is leaking and the coils no 2 and 3 are dead. So I left the car cause it was not drivable. On Monday 30 September 2019. I lodged my claim with miway. Apparently miway have subcontracted the warranty cover with the company called Motorite, they are responsible for authorising the claim, previously and recently I was informed that the claim for mechanical failure takes 24hrs to 48 hours. To date is the third day I don't have a car a they have not responded to me. I phoned miway several times I'm told I must wait as they are also waiting for Motorite. The problem is me and my family we only have 1 car and we depend on the car to work and take children to school, so for now we must find alternative transport. What hurts me is that 1 of the consultant said I should wait until motorite reply and they can't promise anything, so in the meantime I struggle. I asked other people who I know and they said motorite in the event where you took the cover with them the response or feedback on mechanical claim is given same day upon receipt for the documentations which I have sent them all, the quotation, diagnose report, service history, mileage and natis disc. According to the miwaranty cover document the water pump and electrical ignition are covered. My big brother Hello Peter, my car must be fixed at the end of the day. The delay from miway and motorite is unfair and costly to me.

I am humbly requesting you to assist me getting feedback from miway about my claim.

My claim number: C***

I suspect they are taking advantage of me that I can't do anything or force them to respond to my claim query. I have decided to fix my car with my own money and I had to borrow as I get paid on the 15.

Your assistance big brother Hello Peter is always appreciated