Urgent Complaint – Missing Vehicle & Poor Service from MiWay Insurance

I am writing to express my EXTREME frustration and dissatisfaction with the service I have received from MiWay Insurance following my accident on 18 April. After the accident, I promptly contacted MiWay and initially received assistance without any issues. My vehicle was towed to Flora Auto Clinic, where an assessment was conducted. I was then informed that repairs had been approved and that my vehicle would be sent to Proline Express for repairs.

The claims handler assigned to my case, Palesa Shabangu, contacted me to communicate this. However, I found her attitude to be very cold, dismissive, and unhelpful, which was already concerning at the time.

Subsequently, I decided that I would prefer to arrange repairs independently and made plans to collect my vehicle from Proline Express. When I contacted them today to arrange collection, I was shocked to be informed that they have no knowledge of my vehicle’s whereabouts.

At this point, I am extremely upset and concerned. It is completely unacceptable that neither MiWay nor the repairer can account for the location of my vehicle. This reflects a serious breakdown in communication, accountability, and customer service.

I expect urgent clarification on:

The current location of my vehicle How this situation was allowed to occur What immediate steps are being taken to resolve this matter

This situation has caused me significant stress and inconvenience, and I require immediate intervention and resolution.