Urgent communication to MiWay about a claim goes ignored after multiple attempts

Hi MiWay,

Client number: ********** 2, Policy number: ********** 6, Claim ***

I submitted a claim for an accident which occurred on the 6th of December (not my fault). The consultant handling my claim, Monique Swart, only contacted me yesterday. The claim was approved, but the panelbeater they sent it to closes today. She said that it was possible to transfer the car to another panelbeater (closer to me) and that I should email her on my decision. Since then, she has not rep**** to my emails and does not answer her phone. I know this is a difficult time of year to get a car fixed, but I had plans lined up to get things done before next week Wednesday. Now, because of Monique's silence and inability to communicate, it seems I'm stuck without my car for the holidays. I also asked her of options for a rental vehicle (though I did not take that option) at my own cost (there are no rental companies in my area), but she ignored this request as well. Experts in the business also told me that the MiWay assessor did not include ALL possible damage in his assessment - indicating MiWay's sly (and quite frankly, rude) decision to pay out less (should I agree on a lump sum and sign a disclaimer). She quite simply ignored my urgent request to have the car sent to a MiWay-approved panelbeater in my area that could have fixed the car before Christmas. This is my first claim with you and so far, I'm very unhappy. The app crashed constantly on the accident scene (so that I could not contact MiWay or submit information about the accident) - luckily the tow-in service assisted. If MiWay does not make a serious plan NOW, I will certainly cancel my policy come January for a company that actually provides service and does not IGNORE you on urgent matters.

Kind regards,

Mr. Johan Nortje