Loyal Client Disappointed 3 Years Into Contract with MiWay

I am really not impressed with MiWay, I was a 1st-time car own late 2019 and insured with MiWay, there were cheaper options at the time but based on family and friends' recommendations I opted to go with MiWay. To be fair I was very pleased with their service especially customer service. That is until now... I am so disappointed by the level of service received up until this point. In May I did a trade-in for a different model but when I did I asked the agent that assisted me telephonically to keep everything as is, the full plan, bare in my my premium was just under R1000 per month and after the transfer it went over R1000 which I had to be ok with, not considering during COVID we received salary cuts, knowing I have been working from home from the first pandemic and did not receive any form of payback for not being on the road as much as I did when I went to the office every day... I didnt complain! Now I had an incident at a mall, whilest I was at the mall someone s****ped a shopping trolly into the car, when I came out there were scratched along the side and a few small dents, I reported this to MiWay via email on Sat 18 Sept and did not receive a response all day, I knew their lines close at 1 pm and had to make a plan for airtime in order to call them. The agent advised me to report it as an accident even though I was not in an accident, I was not near my vehicle when it happened. anyway, I did so and was advised to go to a panel beater near my house for a quotation till now nobody has contacted me, I have no idea what is going on when it will be resolved. to make it worse the panel beater said it would take 18-20 days to fix in their shop as they have a huge list and that means because whoever processed the policy did not add car hire I will be without a veichle and no means of transport even though I gave my consent that it should be included, to top it all off my premium has now gone up to over R1 200 with no explanation. Not even to complain about the pathetic service received from the agents on the chat option on the website. as a first-time car owner doing my very first claim in almost 3 years, I have never felt more let down by any company before. I expected more from MiWay since I entrusted them. I was even willing to get insurance and my dad's Bakkie but we may have to go elsewhere if this is the level of service rendered to loyal customers. my payments have never been late even through a pandemic. but this?? honestly terrible #NotImpressed