Miway's core business principle: ignore customers and make them pay extra for non-service

I am so disappointed and frustrated with MiWay Car Insurance. In February my rear windscreen was damaged and needed to be replaced. I logged the claim on the app, and indicated that I would prefer PG Glass to replace the window. When the claims agent phoned me he said it would be better to send the car to Glasfit. I trusted that the claims agent had my best interest at heart, and went with the suggestion.

I took the car to Glasfit, and this is where my troubles really started. The incorrect window was fitted, and after that the boot could no longer open. I had to escalate the query to MiWay legal, and I had to take the car to be assessed. After the assessment the representative at MiWay - Phaswana Ngwepe - ghosted me for a while. I took the car for assessment on the 14th of February, and he only responded to my follow up emails on the 6th of March. In his email on the 6th of March he indicated that MiWay will replace the lock on the boot, but I have not heard anything from MiWay since then regarding the procedure to get the lock replaced. At the time of writing this review it is the 24th of April.

I have sent various follow up emails to query this to Phaswana and the general claims email address at MiWay, and have asked on the WhatsApp line as well that someone please contact me about this. But I have not received a response yet.

The only email I received from MiWay is that they are upping my monthly premium. So I really wonder what I am paying extra for? Am I paying extra so that MiWay can ignore me further? Am I paying extra so that they can promise to do something and then just not do it?