Worst Customer Experience

have been a loyal customer ever since I joined MiWay and my expectations where a little bit high I am currently experiencing the worst service for the first time from MiWay insurance. The above is a relatively normal process, you get in an accident, process your claim with all relevant information and the process of repairing your vehicle commences.

I was involved in an accident on 16 September 2023, and I immediately processed my claim on the MiWay app, and I was provided a claim reference on that day, on 18 September I sent the accident report to MiWay. On 26 September I took my car in for repairs at Renew-it in Rivonia and I was told repairs for my car will commence I then called my MiWay to arrange for a courtesy car which they did, and I collected the car same day and was told to return the courtesy car within 30 days, which was fine with me because the panel beater Renew it Rivonia advised that they will not take more than 30 days, however renew it kept on changing the completion date of my car reason being they are waiting for parts to arrive from their suppliers. On the 16th of October I started asking MiWay if they can get my courtesy car extended seeing that Renew it might not be done with repairs and MiWay told me that they unfortunately they are unable to extend the car because my agreement with them is for 30 days and if I need to use the car for more than 30 days as per agreement it will be on my own account. 30 days came and I still did not have my car back from renew it and I returned the courtesy car, MiWay then advised me to arrange for a courtesy car from Renew it to which I was told they do not have any fleet cars avalbale for me to use. I however have a few things that require clarity from both MiWay and Renew it. 1. I expected them to have made arrangements to have my courtesy car extended. 2. I expected not be de debited for the month of October due to the fact that I do have my car back. 3. Why am I still being debited for in November for a car that I do not have? 4. I need clarity on why I am being debited for a car that is sitting with your panel beater? could you not have chosen a different panel beater for mem to use when you realised that they will not finish repairs within the agreed time? 5. I was told “agreement” was 30 days for a courtesy car, what about the “delivery date” the panel beater gave me which they have not lived up?