Poor customer service from the insurance

on the 15th December 2017, i called Miway for road assistance and the insurance sent out Warden truck & bus to tow my car. The car was towed by the service provider to their workshop, the key was handed over to the service provider as required.

The service provider lost my car key and when i called Miway to inform them of the incident, the consultant asked me to get a quotation from Toyota.

i got the quotation and emailed it to Kefiloe (Miway consulatant) on the 22nd December 2017. Feedback from the insurance was not satisfactory, they said to me that there is an excess i am supposed to pay because the key got lost, these people fail to understand that I did not lose the car key myself but their OWN service provider that they called out themselves lost my key. Why i am the one who supposed to suffer financially because of their own service provider negligence! thats got nothing to do with me.

They are the ones that are supposed to be in contact with their service provider and not me, the only relationship i have is with Miway and not the service provider. According to the second consultant that i spoke to from Miway, Thabang, he said i should take out an excess of R5500 and Miway will pay R200 only!!!! based on the key qoutation i got from Toyota! Like really! who lost the key here?? myself or their own service provider!

Thabang further said that if i wait for warden bus & truck to sort out my key, it would take up to three months. why am i suffering at the hands on my insurance, why are they not assisting me since its their service providers negligence!

hello peter please help me.