Extremely disappointed with MiWay’s handling of my claim

I have been paying my insurance premiums to MiWay for years, so I expected to be treated fairly and professionally when I finally needed to make a claim. Unfortunately, my experience has been extremely disappointing. After my accident, I was told that my vehicle had been assessed, that it would be repaired at a stated cost, and that the repairs would take approximately 10 days. Then, the very next day, I received a call informing me that my vehicle was suddenly a write-off. What concerns me most is the conflicting information I have received. I was told that the panel beater decides whether the vehicle is a write-off, yet the assessor's report apparently indicates that the vehicle was repairable and included repair costs. So who actually made the decision, and what changed overnight? It also raises a serious concern for me that vehicles may be declared write-offs as a way of recouping costs or reducing the insurer's financial exposure, even when the vehicle may still be economically repairable. I am not saying this is definitively what happened in my case, but the lack of transparency and the sudden change in decision certainly leaves me questioning the process. As a customer who has paid insurance for years, I don't think it is unreasonable to expect honesty, transparency and accountability when making a claim. I should not have to chase different parties to understand why my vehicle went from being repairable to a write-off within a day. I am extremely unhappy with the way this claim has been handled and the conflicting explanations I have received. I expected much better from a company I have supported for so many years. MiWay needs to provide customers with clear answers and transparency about how these write-off decisions are actually made.