MiWay - excess claim

My incident was logged with Miway who informed me the excess amount will be R9000. I continued and completed the process. During my first call with one of the agents he requested the details of the party involved. I clearly stated as per recording that the details will be made available by the police station as they recorded the statement and provided a case number as reference to MiWay.

A few days later i called with an inquiry in regards to my claim. I wanted to know how the excess amount will be claimed from the party involved, how long it will take and if it is guaranteed. According to the agent the party involved was listed as "unknown" . I asked the agent how they would go about claiming my excess from the person involved? i was informed the information of this person should be given by me and the police station does not make this information available after they had already called the police station. To my understanding Miway was never going to claim this money from the other party. I went to the police station to inquire if this is indeed true, if they do withhold information pertaining insurance cases, they confirmed that this is not true. I emailed Miway asking for the recordings to be made available and they responded saying "the information has been obtained from the police station"

How did they obtain this information if according to them "The police does not give this details"? My claim would have been logged with the party as unknown and i would have paid a R9000 excess. The money would never have been recovered.

I am yet to receive recordings. This is unacceptable.

The agents are very nice and understanding but unfortunately this does not resolve my issue.

Thanks