Disgusting Service

<p>My son (an 18 year old who admitidly has not been driving long) had an accident on around midnight 12th May. It was raining and he aqua-planed into the pavement. He was doing the speed limit at the time of the accident and nobody else was involved. He had not been drinking and the adult friends that he was with all confirm this fact. Being around the corner from where we live he drove the vehicle home. We reported the accident the next day (13th May). On Monday 15th May we were contacted to say our claim had been received. Cathy the claims handler told us on 16th May that we needed to contact Manda Simms for more information. When we tried to phone Manda she cut us off with a message saying that she would call us back. She did not, we kept trying to contact her. On 19th we sent her a SMS explaining that the vehicle was in front of a carport and we needed to move it, however she did not respond to that message either. </p> <p>Over the next week we contacted MiWay several times to get an assesor to come and inspect the vehicle and then once that was done to get them to collect it. When Manda did eventually contact us (about 22nd May) she claimed that she had been busy due to the number of cases she was working on and the public holidays. Not an excuse that I am prepared to accept. The vehicle was only collected on 22nd in the afternoon.</p> <p>After not hearing anything further we again tried to get information on around the 24th and were told that a claim takes about 14 days and that Manda would contact us on Friday 26th May. Today (26th May) Manda did contact us. However now she tells us that her manager is away and that she needs to consult with him. When we pressed her about what the problem was she told us that there was a "discrepency" and that she needs to talk to her manager about it, she would not speak to us over the phone. A comment was made about another party involved in the accident which is a complete fabrication. There may have been a security vehicle (Harcourt) that saw the aquaplane however the guard did not follow my son home to check if he was ok. Manda also said they may have to interview my son in person (which we have no problem with) .</p> <p> </p> <p>My problems are as follows:</p> <p> 1. The time taken to get to this point is excessive.</p> <p> 2. The lack of communication, because the persons dealing with this claim are busy, is unacceptable.</p> <p> 3. The lengthly delay in assessing and collecting the vehicle when it was blocking a working driveway, seriously inconvenienced us.</p> <p> 4. The automatic assumption and subsequent treatment of my son as guilty, leaves me more than a little angry, and is having a negative effect on his confidence.</p> <p> 5. The questions asked of the persons at the dinner left all with the impression that MiWay are looking for any excuse not to cover this accident.</p> <p> </p> <p>I expect an URGENT response by a senior member of MiWay to address this compaint. My claim number is: C849826</p> <p> </p>