Shamel Mothibeli ...really.....***!!!?????

I am upset about the service I received from Shamel Mothibedi. A lady bumped my car at (while I was inside my workplace) and I chose to claim through her insurance as I dind't want to pay excess. The lady who bumped my car is more than willing to allow it. She is with Outsurance. I notified my insurance of the accident and of my decision on the Monday following the weekend of the accident. I received the letter from Shamel on Monday the 15th. I notified Shamel last week Thursday that the Outsurance wanted something added: the scope of my insurance and excess added to the letter". I have tried to phone since then, I have left her messages after I send the email but she didn't phone me back. Only yesterday when I was fed up did I raise my concern to someone else. I have sent him the email I sent Shamel including the document I received from Outsurance and the letter I received from Miway. In the email I sent Shamel I never said I don't know how to fill in a form. I said the letter I received does not meet the requirements of Outsurance and they have to add something. The person I sent the email to ********** just forwarded my email (assumedly) to Shamel. She just rep**** that I must fill the form in myself. She did not even bother to read the email I sent her initially which explained in detail what I needed. I never said I couldn't fill in the form!! I am not a child and this is not service I am paying for monthly. I wanted her to get the letter ammended so that I can give it to Outsurance so I rep**** to her email and gave her the specific line that Outsurance needs to be added on the letter from Miway. She just rep**** to me on my email that the scope of my insurance is that I have comprehensive insurance and that my excess is R5000. I need it to be in the letter!!!! I know this for crying out loud!!! She also said : "Please be advised the letter I have send is a standard letter when claiming from third party and cannot be amended. You can complete the forms Outsurance gave you with supporting letter given." Again she repeats that I need to fill in the documents....people give me credit please, I am not a youngster who is still wet behind the ears.

So do me a favor and train Shamel on the sense of urgency and customer service. The fact that I have to deal with Outsurance myself and Miway does not even want to assist is absurd and it makes me wonder why I am with Miway at all. I need a response by the end of today and I do NOT want it to be Shamel. She need serious help and is damaging the image of Miway