Horrible service at claims and after claims stage

A taxi drove into me in which a)the driver was not the owner of the vehicle b) the driver did not even have a licence and c) he tried to hit and run.

I'm sad to say that I've had a horrible experience with Miway so far for the following reasons:

1. I had a claim in April 2018 (yes, more than 6 months ago!) in which my car is still not fixed. My car is only going to the panel beater now in February 2019. Luckily my car is still drivable, otherwise I do not know what I would have done - even car hire would not have lasted this long!

2. I've also asked my insurance to assist me in claiming back my excess from the third party. Only in December was I advised that I first needed to fill out authority forms which I did immediately. My correspondence was with Khutso Molawa and sadly to say, I still keep getting emails advising me I need to send my documents, even when replying to each with the document attached.

When I contact Miway, no one seems to be able to assist me sending me from pillar to post. And even when I get to the legal department, I'm advised they cannot assist me because only one person is working with my claim and therefor they will need to contact me back.

Understanding that it is very busy and that you work with thousands of clients, coming from a Client Care role myself, calling me an hour late is still acceptable, but not contacting me at all? Not even an SMS or email apologizing for the delay in response?

And how can only one consultant have access to assist me? What then happens if the consultant is on leave, off sick or just simply too busy with the backlog of tasks?

I desperately asked to be contacted at either 11h00 during the day or after 6 as I'm unable to take any personal calls at work. Not once in the last two weeks have I received a call at either of those times. Was the message even laid over to Khutso Molawa? Or have my request just fallen on death ears?

I'll be attempting this one last time in hopes that there is a very good explanation for not getting any assistance, if my last attempt fails, this leaves me with no choice but to put in a formal complaint.

I've sent my documents for the last time.