Extremely disappointed with MiWay – Poor communication, misinformation and unacceptable claims service

I am extremely disappointed and disheartened by the service I received from MiWay Car Insurance during my first-ever claim. I was involved in a car accident and MiWay arranged for my vehicle to be towed. From the beginning of the claims process, there was very little to no communication from MiWay. I was constantly the one using my own airtime to call and follow up on my claim and, every time I called, I was told that the consultant handling my claim was unavailable or busy. I was told messages had been left for him, yet he never called me back. On 24 August, I received an email from MiWay stating clearly that my claim had been approved. Approximately an hour later, I received another email stating that my vehicle had been released. What was extremely concerning was that MiWay did not provide me with the location or address of where my vehicle was. I had to call repeatedly to find out where my own vehicle was. I was initially given incorrect information and directed to Auction Nation in Centurion. I asked for the exact address and contact details, but this was not properly provided. On 25 August, I called again to follow up because I had received the approval communication the previous day. I was then informed that there was “No Cover”, completely contradicting the email I had received stating that my claim had been approved. I was also told that my vehicle was at Auction Nation in Centurion. I questioned why my vehicle was there when I live in Pretoria and requested the exact location. Again, I was sent from pillar to post. I was eventually given Johannesburg contact details, only to discover that I had been given the wrong Auction Nation contact. The Johannesburg office then provided Centurion contact details, but I could not get assistance there either. I eventually contacted the person who had towed my vehicle, and he informed me that my car was actually at N4 Gateway (Probeat Auto). I contacted Probeat Auto myself, and they confirmed that my vehicle was indeed there. This entire situation is unacceptable. How can an insurance company tow a customer's vehicle and then fail to communicate where that vehicle has been taken? Why did I have to spend my own airtime repeatedly calling different departments and companies just to locate my own car? What makes this even more frustrating is that almost every consultant I spoke to told me they could not assist me because my claim had been assigned to another person and they did not know the status of my claim. Yet the person responsible for my claim was repeatedly unreachable and never returned my calls. I am also extremely disappointed by the contradictory communication: first my claim was approved, and shortly afterwards I was told there was “No Cover.” I need a clear explanation of how this happened and why I was given an approval communication if MiWay was ultimately not going to honour the claim. When I asked MiWay to assist with towing my vehicle back because of the lack of communication regarding its whereabouts, I was also met with an unacceptable attitude. This was my first claim since having insurance, and instead of feeling protected by my insurer during one of the most stressful situations a customer can experience, I felt completely abandoned and had to fight for basic information. I am asking MiWay for clear answers, proper accountability and a resolution. Most importantly, I need my vehicle repaired and I need MiWay to explain the contradictory decisions and the failure to communicate throughout this process. I strongly urge potential customers to think carefully before choosing MiWay. When everything is fine, insurance may seem straightforward, but the real test is how an insurer treats you when you actually need them. Unfortunately, my experience with MiWay has been extremely disappointing. MiWay, I need answers. My calls are allegedly recorded, so I expect the recorded conversations and communication history to reflect exactly what happened throughout my claim.