Rene Otto customer experience is important

I has an accident just over a month ago and to date i only received a call from Portia/Porch from Miway because I had registered a complaint to the MD's office. Please note that i sent an email to Rene Otto and some of his staff and i did not receive any acknowledgement of receipt. Last when i was in an accident the towing company called Miway because i did not want them to take the car if they are not authorized. I then went on to finalize all the details to my claim on the app then I'm been told that I don't qualify for the R1000 off. I think this is unfair and i have done everything needed to qualify for the R1000 off. However the real reason I'm complaining is that I spoke to a claims agent last who told me that there seems to be an additional R5K that i need to pay for excess however he said he was going to address it with the manager then provide me with feedback and to date i received nothing until I complained. What is appalling about Miway service is that you called me to offer me a comparative premium which i agreed with but you missed the opportunity to tell me that I will be liable for an additional R5K if i was in an accident because i would not have agreed to that. How do i be held liable when the incident driver was the one that hit me from the back and if the R5K was standard why did your agent said that he does not agree with it and never came back to me. YOu have take over a month keeping my car and leaving me immobile and now i have to pay for your mistakes. The service at Miway is poor and i really need to consider my options, I mean i had to complain to Rene Otto and still no response on my email , this can only show your i don't care attitude.