Miway In The Business Of ****ming Clients and not upholding service promises!!!

I lost my phone on 17 February and I was asked to report the lost phone at the police station and submit pictures of the front and back of the phone box as well as block the phone with Vodacom and submit the ITC number which I did on 20 February. On 23 February, I was advised the claim was approved and the payout would be R12 870 as that’s the current value of the phone. The consultant then advised I would have to pay the excess amount of R680 to the service provider and the device would be delivered to me. Issue number 1: I told the consultant I don’t have access to my bank accounts as FNB online banking relies heavily on the approval of transactions on the FNB banking app to circumvent *****. I further detailed how I don’t have means to even purchase groceries, pour petrol or even withdraw cash from my account for day-to-day expenses. She offered a solution that the funds could be loaded on an Istore voucher less the excess fee which was a brilliant solution that I appreciated. Issue number 2: I asked the consultant why the payout was only R12 870 when I insured the phone for R20 000. I further explained that when I updated my insurance policy sometime last year, the consultant that assisted me advised that if I specify the amount which I’d like the phone to be insured for, that would be the amount that would be paid out however that is not the case anymore. I then asked Kgomotso whom I was speaking to at the time to escalate the matter. She advised she would escalate to customer service and the turnaround time would be 24-48hrs. I indicated the urgency behind the request and advised her that I couldn’t wait that long due to not having access to my bank accounts. I then asked her to escalate to a claims manager to investigate for a swift turnaround and I emailed the same issue to Rebecca Dikupe who was the claims consultant assisting me and highlighted the same urgency. Rebecca only got back to me today since escalating my issue to her last week Friday with very lack luster feedback that indicated that the matter had not been escalated. She stated matter of factly and I quote: “ Please note that we are covering you for the same phone that you had and the current value from our service provider is R12870”. Surely, as a Miway customer of 11year plus, I am not just a number and if I raise an issue, it warrants an investigation and a manager to step in? I am rather frustrated with this entire process. I have no access to any of my bank accounts!!! How can I pay my monthly bills or even live? What must I eat? How must I get to work? Would you survive for 10 days with no access to your bank accounts? As a loyal MiWay customer for years, surely asking for the right thing to be done is not asking for too much. Today marks 10 days that I have been without a mobile device and I insured my phone for convenience. Not for MiWay to inconvenience me because I was given incorrect information by an employee. Rebecca emailed again that she spoke to her manager and they will backdate the premiums I have been paying for the R20 000 specified amount. That’s simply not good enough. I was advised that if the phone is insured for R20 000 that’s what will be paid out. All I’m asking now, is that Miway keeps their service promise and payout what was agreed upon. I don't appreciate being treated like i should be grateful for the payout when all my premiums are paid diligently and as a loyal customer. If you look at my profile, practically my entire life is insured with Miway. This is not even about the money, it's the principle. I can't help but wonder if this is what will happen should something God forbid happen and i claim for my car, home contents, jewellery etc. How can i trust you with any of my valuables moving forward when you don't honor your word? I am extremely disappointed that I have to even write this complaint. I have always thought insurance is there to give you peace of mind at time of crisis, but I'm feeling otherwise. Claim number: C***. Please contact me on my alternative phone: ***. If I'm unreachable as I often experience network issues with this alternative phone, please email me.