Poor claims process and assistance

I'm in the process of a claim On Monday I was called by the call centre to notify that one of my cars might have been in an accident ,I called my driver and he was , 10 Min later miway called back to confirm which I then did ,on that day I then laid a claim Documents were asked for and I provided except the traffic register as I did not know what this was - I Cleary asked for an explanation of what this document is - I got no reply This morning Wednesday I contacted miway via WhatsApp to ask for feedback on the claim as one of my cars are on ehailing platforms and I am losing money the longer it stays off the road , taking into consideration that Thursday is a public holiday so if the claim is not approved and my vehicle is not picked up for inspection this might only be done Friday or next week Thuli thema called me to say that the claim has been approved ,an access fee of 10 000 is required as well as another payment there after ,the only thing that is outstanding is confirmation of my address , on Monday I sent 2 emails, one with the documents required and other info then a second one confirming the address where the car needs to be picked up Anyway we agreed that I will send it again on email which I did soon after the phone call

The afternoon comes I follow up on email asking what is the progress with picking up the car The response I get is that there is still a document that is required which is the traffic register to validate the claim - obviously now I'm frustrated because iv Cleary asked for an explanation of this document already on Monday and I was just informed that the claim has been approved Further more she said she also asked the driver for this document - for what reason are you asking a person that is not involved in submitting the claim for this document? Did she provide the email address for this document to be sent ? This just seems like a bull**** step to prolong the claim or to reject the claim She further explains Natis can't detect foreign nationals only saw national licensed - keep in mind the driver has a South African license which I asked her to explain and she did not answer this question I further asked if I heard her incorrectly about the claim being approved when the claim is actually still being assessed, she does not respond to this question This is my second car insurer ,only insurer at the type that covers ehailing was miway when I took out insurance When I claimed for my personal car that is covered by momentum I did not experience this type of poor service I pay my monthly premiums on time and I expect the same level of commitment from the company I am paying for their services I will not encourage or suggest anyone to go with miway