No feedback from management regarding claim C***.

I was involved in a smash-and-grab incident on Friday 5 April 2019. I reported the incident with the SAPS on the morning of the 6th of April. A case of malicious damage was opened and a CAS number was SMS'd to me. I logged the incident successfully via the Miway app on Monday 8 April 2019, as I was advised telephonically on Saturday afternoon 6 April that all the repair shops are closed and nothing can be done before Monday. The consultant informed me that I will be contacted on Monday. I was not contacted on Monday and had to phone in myself. I was told that my claim has successfully been logged (and that I qualify for the R1000 excess discount as I successfully logged the claim via the app as a multiple vehicle incident) and that a consultant will phone me back when they have assigned someone to the case. Bridget was assigned to the case. I managed to arrange the towing of my vehicle and an Avis rental on Monday 8 April.

I was phoned on Tuesday, 9 April, by Bridget, informing me that an additional R3000 excess was loaded onto my claim as it was a single vehicle incident. I explained to her that it was a multiple vehicle incident as per my police case report. She asked for the AR number and I told her that it was logged as a malicious damage case (CAS) and not an accident report (AR) and therefore there is no AR. I told her I do not accept the excess and would like to be contacted by a manager. I was contacted again by Bridget again the following day (Tuesday), stating that "because I complained" the R3000 excess has been removed, but because there are no details of the other vehicle (because they did not stop at the scene - and according to my knowledge you do not need the details of the other vehicle in the case of a CAS (crime investigation)?) the original R1000 discount for logging the claim via the Miway app no longer applies. I again stated that I do not accept the now R5000 excess and insisted the contact details of the claims manager. The definition of a "multiple vehicle incident " does not simply change when a client complained?

On Friday 12 April 2019 I emailed the manager, Tshepo ********** and stated the facts and asked advice on the way forward. I have not received a reply as yet. I followed up again yesterday and was told that Bridget will get back to me as she was unavailable. I was informed by the consultant that Tshepo is only the acting claims manager and that the real claims manager is in fact a female and that the matter will be referred to her. I am still waiting for feedback. I haven't heard from Bridget (or anyone) yet. My car has been standing at the panel beaters for 8 days, waiting for the excess dispute to be resolved. Time is ticking as I only have the rental for 30 days. I am requested to pay another excess, whilst I am still waiting for my R4000 excess from my claim of the 30th of May 2018 (nearly a full year ago!) to be recovered and payed to me. I have followed up on that more than 10 times, each time with a different version of events and status of the claim. Please advise. If this is not resolved asap, I will have no choice but to take this matter further.