Poor service

Im unhappy with the service of miway , my name is Arone I recently got involved in an accident with a miway client on the 29th of june , Mkhize , who admitted to be on the wrong even on the police statement and assured me that his insurance will cover my car , because he was in the wrong . Wen miway was informed , I was advised by miway insurance not to take my car home myself but to allow it to be towed together with their client’s car (first help) . To my surprise the following day on the 30th i was called by first help n they emailed me a bill of R11839.25 that i will have to pay , n when i told them that it has to be covered by the insurance they told me to contact the insurance which i did , i got hold of Thembi Zitha who i asked if i could come to the miway offices to inquire and she agreed i could come , i booked a car n went there n was attended to by Zanele Tiba a liability consultant who did not attend to my queiry as i was questioning about what i meed to do in order for the insurance to assist me about my car since its their client who caused the accident . She told me about opening a case which i do not understand why because the police had long been notified , my biggest concern is that on the 8th of July i got another letter from first help saying the bill is now R15473.25 , so i am worried about this because the money is accumulating and yet i am not getting help from miway insurance .even Mr Mkhize is now ignoring my communications with him . Im the one who keeps calling n using my money to follow up on the case n miway is not updating me about anything concerning this case ( c*** ) . So i am nt happy with the service that miway is giving . I mean im using my car for performing my job , but miway keeping me in the dark is the part that worries me , coz i wanna know what i should do next but noone is helping me . Im even thinking of escalating this to the ombudsman now for i see that i am being treated unfairly n my everyday job is suffering now , i mean why am i not being updated on what is happening or advised on what to do ??? Are they lying to their clients when they say they cover them for third party ? If not then why is noone giving me answers concerning my queiry of the bill accumulating at first help . I just wish someone would take me serious and attend to my queiry