What is the purpose of MiWay service staff?

On the evening of 11th March I had a flat tyre and Miway subsequently helped as expected with no issues. Following this, I submitted a claim on the 17th March via the WhatsApp channel (Ashraf); which he acknowledged and on Friday 20th March - the approval was confirmed by Mr Katleho Ngwenya

Following this, MiWay had communicated to me that they had appointed Point-S Sa as their service provider and had asked for my confirmation on paying the excess in cash, which I agreed to. After that they had asked for the closest Point-S Sa which I confirmed and I then received an email from Mpho (Point-S Sa) copying Luzuko from Miway. I then responded with an email confirming all details and asked when I could bring my vehicle in but NO response. I tried calling on Saturday multiple times and neither the landline nor the mobiles responded; this was urgent as I had to travel a long distance and it's unsafe to do so with a spare tyre

Since then I've been following up with MiWay via their WhatsApp channels and their responses are not inspiring as they claim to have followed up with the service provider, yet there has been no action at all. They then gave me a number which I contacted but no response.

In all this, MiWay has NOT been doing any due diligence on their service provider and also not truly following up as requested. Everyday I have been checking up and the response is unsatisfactory from Katleho Ngwenya, Livhu Mpolokeng (Mutele) and of course trying to contact their service provider

For how long do they want me to continue driving on a spare wheel? Is my safety of NO concern to MiWay? Why am I paying insurance AND tyre cover on top of that? Also what is the purpose of their service staff if they're not doing the servicing?