Customer suffers financial loss due to financial bullying by Proline and Miway

On the 19th July 2024, I was very unfortunate to get into a car accident where a truck stopped in front of me and suddenly started moving backward on an open road. I unfortunately could not avoid the accident as there was a car behind me and this truck reversed into me without reverse lights to indicate his intentions. On that day my tracker signaled to Miway that my vehicle had a collision and that I needed assistance. The tow truck company (DOT) was there within 5 minutes and they were very professional. He contacted the EMPD and everything ran as smooth as an accident can.

That same day my car was towed to Miways selected auto body repair company (Proline Autobody in Wynberg). On Monday, the 22nd July 2024, I collected the rental car that falls under my insurance benefits and when I got to work, Proline Autobody phoned me to confirm that they have my car. They explained to me their process where an assessment will be done on the car, a report will be sent to Miway on the assessment, from there Miway needs to approve the report and quote for repair. Once this is done, they can order the parts and then only can they start with the repairs. Not once did they give me time lines on this.

On Monday the 29th July, I was notified that the report has been sent to Miway for approval and they have approved the repairs. I have been sent an invoice for my excess amount that is payable on collection of my car to the value of R4500.00. Please bear in mind, this is an accident that I did not cause myself and my deposit for the rental was also paid to the value of R2000.00. When I received this invoice I decided to pay this money as soon as possible, to avoid any excuses for delays on my vehicle's repair. By this time a week has passed.

On the 6th August I was contacted by a Presha Maharaj from Proline, that she will be taking over from Lerato Mahlango and will be in contact with me every 2-3 days regarding the process on the repairs. I rep**** to her, thanked her for letting me know and asked her when my vehicle will be ready. On the 6th August (11 business days after my accident) I was informed that my vehicle is still being assessed. I raised the concern that my insurance only allowed me a month on the rental car and that I have no other way of transport from my house in Benoni to my place of work in Sandton. I raised the concern that I am still in my probation period with my new job and the possibility of me losing my work due to not being able to get to work is very high. This did not seem to concern Miway or Proline. Presha simply rep**** with "we are well within our timelines" and they can't commit to having my car ready by the 22nd when I need to return my rental vehicle.

On Thursday the 8th August 2024 @ 15:03 I received a SMS from Proline, advising that the repair on my vehicle is in process and that I can collect it on the 30th August 2024, which means I need to make a plan for 9 days' transport. On the 13th August 2024 @ 14:57 I received an email from Presha saying that the second assessment's report and quote has been approved by Miway and that they have ordered the parts (which can take 15 working days), thus pushing the lead time out again and making the SMS false.

Since the 6th August I have been in contact with Innocentia from Miway, who after a few phone calls, claimed she spoke to her managers to try and assist me with the problem their service provider is now causing me, came back yesterday, the 13th August at 17:30, saying management declined my request for an extension on my rental car.

I need this car in order to get to work and back I am newly employed and staying away from work can cost me my job (loss of finances to the client) I have already spent R 6500.00 on this accident (that was not my fault) that was not budgeted for and now is expected to pay for the extension of the term of which the rental car is needed. (loss of finances to the client) I have a court case that I have been summoned to by a Magistrate in Carletonville where I need to be present as a witness on the 23rd August. This magistrate already explained to my sister (who needs to commute with me as she does not have her own vehicle) and me that if we fail to pitch, we are in contempt of court and there will be legal implications. This is a high profile, ********, court case which needs to be treated with respect. (loss of finances to the client because I will need a lawyer to stay out of prison)

This has overall caused so much anxiety and depression on my behalf. It is traumatic enough to get into a car accident, however having an insurance company and their supplier working against you is like throwing gas on an open flame. After all of this I (the client) will be suffering so much financial loss because of their disregard to timelines and deadlines. I still don't have a confirmed date as to when my car will be ready because all the information given to me is contradictive. As explained to Miway, this delay in the repair process is caused by their service provider and that their client should not be accountable for any financial loss due to this delay.