Poor communication from consultant

I am actually saddened about writing this review when I have been genuinely happy with MiWay service delivery in the past.

My car was hit in rear end while is was parked on the 6th of June 2021. I got all the necessary details(documentation) that is generally required by the insurance before submitting the claim. I even got the details(Personal details and insurance details) of the person who was responsible for the accident thinking that this will make it easier for consultant and process.

The consultant assigned was very quick contact me when the claim was submitted. Everything was going well for the 1st week. I was getting updates of the claim. On the 2nd week, the consultant suddenly went MIA. I have emailed multiples times with no response as well as I have tried to call the consultant assigned, through the call center, however that has not been successful as well. I am unable to get through directly to the assigned consultant mainly because he has no direct line. So all I can do is request for a call back of which I haven't received for over a week now.

I did receive an email stating that the claim has been approved however the panel beater booked is not Ford(OEM) approved and my vehicle is still under warranty. I would also like a courtesy car to be booked before I hand over the car for repairs however I can only be assisted by the assigned consultant which is proving to be difficult.

Due to the poor communication, this is now taking way longer that it would have initially.

If someone could assist that would be fantastic.