Poor service

I am happy with the service I am getting at Miway after I put in my car accident claim. I was involved in a car accident where I bumped by another person on the 24th of May 2023, all service I got on the day was excellent. They organise everything for me including a courtesy car as I had that benefit covered under my insurance. Everything was smooth as the following day on the 25th of May 2023 I received a call from the claims assessor Ayanda Kubheka advising me that my claim has been authorised based on the pictures I sent to them. She advised that she is orgarnising a tow truck to tow my car the panelbeater and she advised that they panelbeaters with also do their assessment to check if there is any hidden damages. On the same day 25th of May 2023 from the panelbeater informing me that they are one that will be repairing my car.

Since the 25th of May 2023 I did not get any update about my car until 31st May 2023 when I received an email from the panelbeater informing me that they have assessed my car and waiting for authorisation from Miway. On the 6th of June 2023 I contacted the panelbeater to follow up on my car as my 20 days courtesy car days will be expiring soon (on 13th of June 2023), I'm not getting any update and was advised that they are still waiting for authorisation from Miway. I called Miway to understand where is the hold up it has been 2 weeks they haven't started to fix my car and the gentleman who answered the phone advised me that authorisation was done on the 4th of June 2023 which was on Sunday. I ask the advised that the claim gets referred to another department that deals with organising of tow truck with 24 to 48 hours turn around time to organise a tow truck which is the processs that was not explained to me by the assessor (Ayanda Kubheka). I requested to speak to a manager and was told she was on lunch but they will request her to call me back and consultant said her name is Bridget Du Plessis. Bridget returned my call when she came back from lunch and explained my complaint that I need Miway extend Miway to extend courtsey car days as the delay was on their side, she advised me that she will investigating and come back to me.

Today 9th June 2023, I called for Bridget 2 times and was advised that she was busy on the phone but they will send her email to call me back and she did not call me back. On Tuesday I have to send the car back to Avis and will need to organise transport to take my son to school and need to take a taxi to work which are unplanned expenses caused by poor service I'm getting at Miway. Why am I paying the insurance if it is not going to benefit me? My claim no: C***