Claim Dispute

Good day

I have a claim dispute and unresolved matter with Miway insurance as my insurer on a motorcycle, I'm being taken from pillar to post firstly i spoke to a consultant by the name of Mokgadi Mashikinya who was not able to provide me with information i asked from her regarding the excess dispute which im told i should pay, the matter dates back from the 21st of April this year 2024. I requested call recordings from her for all to hear if i did bind myself to the excess amount they claim I'm liable to pay, when i broke down the excess claim figure to them, and asked how they got to that figure they didn't reply. I then spoke to their consultant in complaints department by the name of Gugu, and asked that they return my motorcycle to me as i was told by Mokgadi that they wont cover the claim as my excess is more than the damage costs, where i made it clear that they should NOT close the matter as it's still not resolved. I then asked for the claims manager Gloria Muthivha to intervene which she did but was not helpful at all, instead she was trying to cover up for Mokgadi (her consultant) on the wrong information Mokgadi furnished me with which she couldn't back up, misleading me in the process. The motorcycle was brought back to me as i requested from Gugu in complaints department, who was very helpful and constantly did follow-ups to see that my request was fulfilled.

But now the bike came back with more damages, still has an X white spray mark on the seat, the brake handle came back broken from where they initially towed my motorcycle to without involving me and with a strange sound coming from the engine or gearbox, the bike was towed back with a usua towingl truck that's used to tow cars not motorcycles, I'm not suprised why it got more damages that's how i figured it's what caused the extra damages. I only noticed it a few days later since i had a cast on my leg and was still nursing my injured leg. It then made more sense when i remembered that the guys who towed the bike back didn't do the inspection or get me to sign any form, when i address it with Miway they advised that the claim was finalized and that doing another assessment will be fully my responsibility and that i will be liable for the costs, when they've admitted they only quoted on what they saw, meaning the overall assessment on damages wasn't done. When i ask when was the claim finalized and by who with whom, no one is able to give me answers they'd rather go silent on me and later cone with a response on something else not relating to what I'm asking, that's what Mokgadi would do in the beginning of the claim as well and only responded 2 weeks later saying she's been on sick leave, only got her to respond because the email i sent her i included her department's email address.