Poor Service

I have been a client of MiWay from 2021 when I moved over from Discovery after a better deal provided. During this time, you will notice that I have been a good client of yours. I logged by claim on 21st Feb 2025, due to a boom gate closing on my vehicle. I must confess, the service received has been non-existed/ poor at best. No basic skills of client service. (i.e. if you cannot get hold of a client telephonically then try again in an hour or two but do not have your client calling your Contact Centre, placed on hold only to be told not available or the calls are dropped while on hold. If the client sends an email be sure to respond and lastly follow up with your client during the claims process). Renew-It in Randburg was assigned as the repairer for my vehicle. Vehicle was dropped of on 3rd Mar 2025. At this point, I did not opt for car hire as I had three vehicles insured under you. I cancelled both as it was sold and forgot to add car cover to my existing vehicle but made alternate arrangements while my car was being repaired. Collected my car 19th Mar 2025. While I feel a good job was done, I immediately found that they did not repair the boot spoiler. When questioned, I was informed that it was not part of my insurance cover as this is seen as an accessory. The vehicle is a standard limited Edition, purchased directly from the dealer. The car came with all the bells and whistles, I did not add anything to the car. At time of insuring (i.e. 11th August 2023), I was requested to take photographs of the car and upload it. At no point did anyone from MiWay inform me that I am not covered for certain items on the car. MiWay was even welcome to have someone inspect the car or refer but they preferred the photographs. If you research the vehicle that’s on the policy schedule you will notice that that model comes standard with the spoiler and front lip. I was informed that the boot spoiler can be repaired has per business decision which is great however this means me taking my car back in for repair however this time I will have no transport while repair is being done. An inconvenience caused by MiWay. Why was I not informed about the boot spoiler not being covered initially? If I was informed, I could have disputed this, and we would not be where we are today. Again, I hold MiWay and Renew-It both responsible for the poor service. The assessor, did not bring this to my attention either. I have only received great service from Innocentia. Based on the above my ask is the following: I request the repair done on the boot spoiler and would like MiWay to provide me with interim car hire. I still expect a call from the claims Manager whom I have left various messages for.