Lack of communication is DELAYING EVERYTHING

I am very saddened to write a bad review about MiWay, because I am generally EXTREMELY happy with you guys, but I feel this time MiWay really dropped the ball.

I was rear-ended by a hit-and-runner on Monday, 3 May 2021, and I lodged my claim on the App. Assessment was also done on Monday, and I received my claim Reference and Claim Agent details same day.

However, my claims agent never contacted me to finalize the claim, 2 full days later, even though I sent him an email and gave him calls and left a voice message. So I was completely in the dark.

I have just phoned the Miway call centre, and now I am even more upset only to be told by the agent that my vehicle claim has been approved, BUT she is booked in at a panelbeater in Rivonia, which:

1. is NOT Ford-approved, and my car is still under warranty (Extended factory warranty with Ford themselves). 2. Miway now need the extended warranty certificate before they can re-book my vehicle at a Ford-approved panelbeater. 3. Only then can the parts be ordered.

This has now wasted a huge amount of time, and I am traveling the rest of the week which is now going to make it very difficult to action this in a timely manner: All because of lack of communication.

If someone could please escalate this for me, I'd be very appreciative.