Claim poorly handled

I am very disappointed with MIWAY, I have submitted a claim, i had hit a pothole a while back and damaged one of the shock absorbers, i submitted a claim and was sent for 2 visual assessments, each time the assessor would indicate that there is no problem with my car. I then submitted a comprehensive report of an assessment that was done on my car when i took it for service, the vehicle assessment was done with the car hoisted so the damage was visible. But miway never did this and claim the car is fine just by merely looking at the body of the car.

after i sent miway my report as well as the quotation to fix the car, they now came up with another excuse saying that the damage is less than the excess fee (Quotation was R26k and access is R5000.00) so it will not pay it. I have no idea how we went from there is nothing wrong with the car to the car having a damage less than the excess.

my husband and I tried to reason with them and then we were told that no they cant pay because the car is no longer under warranty yet The car is still under warranty, all documentations were sent to the assessor but still no action has been taken from their side. We have been trying to get feedback from the Assessor for the past 3 weeks still nothing, we sent emails, and phone calls but he doesn't reply at all.

The claim handler is Marry-Anne and the Assessor is Brian.

Miway has dealt with my claim poorly and I regret ever taking insurance with them.