Breach of contract

For the first time since 2012 I am disappointed that I have to lodge a complaint against MiWay. A colleague of mine that I referred to my from Budget experienced the worst service when he had to take in his vehicle to panel beaters and MiWay could not give him a courtesy car that is included in the policy package because at their claim department there was no one answering the phone. Luckily he has two cars but what about the inconvenience since the other other car is at home? What will MiWay do to assist, compensate and rectify the situation? In a event you accuse me of making up a story, my colleague's Policy number is ***5 and you can call him on ***. Thank you but not quite.