Horrible dealings with third party claim

Yes, Prenisha got in touch "because her manager told her to". I don't know since when a customer service representative states this to a client who is already upset about your service. She was upset about my complaint but we feel that this is the only way to get through to you and actually have things happen!!

She did not explain the process going forward, only said that my mother's new, more expensive quote that she got from a panelbeater suggested by Prenisha, will be sent through to the assessor.

A gentleman phoned my mother this morning, she could barely hear what he was saying because he was mumbling and talking too quickly, however the gist of it was that someone would be in contact with her today to arrange for her to take her car to a dealership / assessment centre tomorrow for the car to be actually assessed. He got irritated with her because she has to AGAIN drive around because you cannot sort out the situation and do not want to pay out the amount of money it would take to repair the vehicle because the damage is worse than was estimated by your assessor. Surely three quotes for around the same amount of money cannot be a lie?! We are not looking to gain anything from this situation except for my mother's vehicle to be repaired by an accredited Hyundai panelbeater for the amount they have quoted.

So another week has passed without anything being done about her unsafe vehicle and she has to drive around again for this claim because MiWay did not appoint an assessor to inspect the vehicle the way they should have from the beginnning. Now a new assessor has been appointed. I ask again; since when can you establish damage by looking at photos? "That is how it is done" is NOT the answer.

On 20 July 2017 the new appointed assessor assessed my mother's vehicle. We again had to ask for feedback regarding the claim and got the amended release on 03 August 2017 again for a much lesser amount than the quotes my mother got for her vehicle: "Please find attached amended Release with the suggested Repairer and the report used. The assessor advised the report is fair and reasonable." My mother took the amended release as well as the assessor's report to the suggested repairer and this was her response to MiWay on 07 August 2017: "On receipt of your amended release, I took both the assessors report back to the suggested repairer, Renew It (Greenstone branch). I spoke to the person who did the initial assessment on my vehicle and there are a few things he needs to clarify with the assessor you appointed the second time, Ranzo. While I was at Renew It, Gavin tried to contact Ranzo to discuss the matter but he didn’t answer. Gavin confirmed again today that he tried several times to get hold of Ranzo but was unable to. Could you please contact Ranzo and ask him to contact Gavin on (011) ********** as the labour rates are inaccurate and there are no markup on the parts quoted as per your report. It is imperative that these queries are sorted before I can even consider accepting the latest offer. Please keep me updated on the progress by return mail." We followed up again with no success. This email was sent today, 15 August 2017 to Miway: "Another week has passed and still no answers!!!! What is the cause for the delay this time? Has Denzo contacted Renew it Greenstone (Gavin) as requested on 07 August 2017? Can you PLEASE as a matter of extreme urgency get this sorted now. It has been going on for FIVE months!!!!!!" This is the only response she received: "Please be advised I called Ranzo now and he advised he will give you a call within the day to attend to the queries." Ranzo contacted my mother and said that he would go to Renew It Greenstone and speak to Gavin himself. WHEN WILL YOU BE SORTING THIS OUT???? 5 MONTHS HAVE GONE BY AND IT IS AN UP AND DOWN STORY EVERY SINGLE TIME? WHY CAN YOU NOT JUST DEAL WITH THIS CLAIM? WE ARE SICK AND TIRED OF STRUGGLING TO GET ANSWERS OUT OF MIWAY!!! PERHAPS YOU SHOULD S**** THIRD PARTY CLAIMS FOR YOUR INSURERS SEEING AS YOU CANNOT DEAL WITH IT!!!