Terrible Claims Experience

I reported my accident claim on 26 March with Miway. Among the details reported was the details of the driver who hit me from behind while at an intersection. I realised the details were false and obtained the owner's details which I updated with Miway. I tried various times to contact Ofentse, only finding his voicemail. After 6 weeks I finally got through to someone who advised that the was settled and authorisation has been sent to a panelbeater in my town, and that I would the contacted. After three weeks, I called the repairer and they knew nothing of my claim! Eventually they received authorisation, and then I was told I now had an excess to pay - only, I had specifically bought a policy with a zero excess as I am a pensioner. I was told an excess had been introduced without my knowledge, which is not treating me, the customer fairly. I would have sought alternative insurance had I known. This week Miway advised that my recovery file had been closed due to false details supp**** by the third party...this is after I had done the leg work to trace and provide the vehicle owners true info. I have tried to escalate the matter with Miway but all my voicemails are unanswered. help?