MiWay does things THEIR way

MiWay has honestly failed me, I had so much joy in being insured with them but when I needed them the most. They failed me and ignored me. I had an accident on 17/11/21. A truck had driven directly into me. Firstly I only received approval of claim on the 10/12/21 almost a month later. I get an email stating excess payable, and not one agent had picked up the phone to contact me and arrange this payment, so in my mind I took it that they are most likely recovering costs incurred from the person that was actually at fault as nobody contacted me. The panel beaters did not even call me and discuss cost to repair or how will payment be made they just go ahead and repair. I get a call end of January that my excess amount payable is R17000, look I nearly fell over my chair. They also advised that for everyday the car remains there I would be charged storage of R250.. Yes.. This is now shocking to me. I call my insurance to understand where did I agree to this as it states in my policy document that excess is to be arranged prior to repair and since no agent did that I assumed they were recovering from the 3rd party. I have sent an email requesting senior official details and my email goes ignored as if I'm just making unnecessary noise. I have been inconvenienced for almost 3 months now thinking and patiently waiting for my insurance to sort this matter out. I get a call in February to request contact details of witnesses for an accident that happened in November? Please tell me how much more patient I should be? My job role requires me to be mobile hence I have my own transportation and cover with what I thought to be a trustworthy insurance company. I keep getting told this is a lengthy process and my frustration comes in where it is now 3 months later???!!! I cannot express how this really changes my aspect on miway completely, everything gets done without any communication or explanation given now I need to sit with this???? I have just paid an amount for a deposit rental and I actually got asked can't I ask for my deposit back to be able to pay this amount? Like wow should I now sleep in my car? Had this been properly discussed with me all this would have been avoided, I need help because I feel like I'm speaking on deaf ears. Am I expected to wait another 3 months?