Miway insurance letting me down!

I am writing this dispute with a very heavy heart. Since I covered my vehicle August 2020 with Miway Insurance, this is my first claim. The experience has been horrible, to say the least!!

After my car was involved in an accident on the 21st March 2024, I received a call from Justin who said that he was the Assessor. We discussed and agreed in all the pre-existing damages and dents on the car, and that was the last time I heard from him. No assessment report was shared with me, But instead, Charlene from Proline panel beaters called and informed me that they do further assessment on the car because Miway do the assessment over the pictures. So they do proper assessment on damages and resubmit to the insurance. Still, no assessment report was shared with me by the 2 parties.

Last week Thursday I went to Proline panelbeaters to collect the car, Just when I was approaching the car I saw a dent on the right side of the bonnet. I asked the Proline employee, who informed me that it was a pre-existing damage. How so?! The car hit a tree at the front, the last time I saw my car was in the middle of nowhere in the dark against the tree and overcomed by emotions and hurt. The insurance is replacing the whole front part but cannot fix a dent on the bonnet? And it is now classified as a pre-existing damage? Obviously a bonnet can easily get a dent from an impact against the tree stem. Do we really have to be arguing and fight for such an obvious matter? I am forced to go and collect my car in that state because Proline will be charging for storage cost and the insurance has abandoned me and left me frustrated. I am very much disappointed to say the least, the communication and correspondences from Miway has been very bad. Miway does not care about their customer and actually de*****ing us because when you are in need of their service then you get a take it or leave it kinda treatment.

I spoke to Justin on Tuesday whilst in the middle of struggle with rude Proline employee Bianca, And Justin agreed that in our initial discussion, we never agreed to the bonnet dent as part of the pre-existing damage. He promised me that the matter would be escalated to Miway management for review. Only to receive a text from Proline that the Assessing manager has declined the additional, again no report was shared with me from Miway. I was harassed by Proline the whole day Tuesday only to be let down by Miway as well.

I believed so much in Miway Insurance. How can you fail to fix a dent on a bonnet? Is this the customer service you stand for? What does “Live my way with Miway” mean in this instance?