Horrible Claims and Dispute

I engaged a broker, Pearl (***), to structure my insurance, which I accepted on November 5th. Although there was a slight delay in obtaining the approved security device, I was granted an extension until November 12th to provide it, as per the policy schedule. Subsequently, six individuals came to rent business vehicles under *****ulent pretenses, using **** passports and licenses that I had submitted to MIWAY prior to the rental. MIWAY had approved the documents, and I proceeded with the rental agreements, which are attached. However, I later discovered the vehicles were ****** on the same day their weekly payment was due, as outlined in the rental contract.

I opened a case on November 16th when i realized what has transpired, and according to the SAPS report (case numbers attached), the incident was recorded on the date of the rental, when the ******* took the vehicles. I proceeded with the claim process, but initially, it was denied due to the security device issue. I then submitted a claim clarifying that I had an extension and that the incident occurred on November 7th and 9th, well before the extension deadline of November 12, 2024. The dispute was subsequently rejected, citing the date I discovered the theft and opened the case, which contradicts the SAPS case report.

Additionally, I found the conduct of MIWAY staff, specifically Vongani(***) and Ntuthuko (***), to be unprofessional. Their actions resulted in significant delays in processing my claims and led to inadequate support, as I was frequently ignored and left without assistance. I have gone through significant distress and financial hardship I have endured as a result of this incident. The delay and complications caused by the claims process have led to severe cash flow issues for my business, amounting to a loss of 2-3 months' worth of revenue

It is unclear and inconsistent how the focus shifted from the security device to the date of the theft. Initially, the discussion centered around the security device, but when I referenced the policy coverage terms and conditions, the conversation abruptly changed to the theft date being from November 7th and 9th to November 16th. This shift in position lacks clarity and coherence.