Terrible claiming process

It's all easy and nice to get us onto your programs. Money goes off our accounts into your easily. One would think with that happening, it's going to be a fair game when it comes to claiming. Well I'm trying to claim and have been trying to claim for the longest time.

I started the process 13 October and have been informed to fill out these forms, which I did. The response coming out of that is that I have to share some letters from MiWay (You'd think this is a standard procedure that Motorvaps work with when dealing with insurance matters. MiWay is not fami**** with the process they asking because everytime I send a mail that's been sent to me by motorvaps they seem to deliver the same document. That documents being shared with me stipulates the details of policy, stipulate the approved panel beater details, they stipulate my claim has been successful, they stipulate how much access would need to be paid. All of this is on official MiWay letterheads, templates etc

Now when I share these, motorvaps gives me the run around saying they need xyz which is being shared with them repeatedly by MiWay. I let it go. This was wc 13 October.

Yesterday I get a mail saying my car is ready for collection however a axcess needs to be paid now which is what I'm fighting motorvaps. Thinking it's appropriate to continue from the last mail they sent me to tell them we can proceed with the claim, they give me forms to fill out again. These are the very same forms I received 13 October (as you can imagine I'm getting annoyed now). I send them back the forms I've already shared. They come back saying these are partially filled, there's a brief accident discription line item that's not filled in. My gasket is starting to boil now..... I send them a screen shot saying it's there highlighted in yellow, it's on your editable form you shared with me what the hell!!!!

They come back saying it's not legible. Now my gasket blows. I decide to call them, the guy put me on hold to for almost 13 minutes. Get back on the line, he tells that they want me to share the docs in Jpeg now. I ask are your guys computer literate and he confidently says yes. I then say we surely use the same PDF opening file app and he says yes, I'm like I'm on my computer right now, the only thing they need to do is to zoom into the line item because their template when you fill in information it resizes to that small font. This is not my problem. He's like there's nothing I can't do. I let loose now! Can I speak to the consultant or agent, I think it's not fair I'm communicating with them via email only and when I come to you, I have to be put on hold. I want to talk to that person and we can rectify this, for all I know I'm chatting to a bot that can't make sense to everything that's been happening thus far. he says this is the procedure. I asked a simple question, with all this happening how do you think I've experienced my customer journey in all this, like a robot...It's procedure sir.....

Motorvaps is now not answering my mails, I don't know who I can call because at the front desk, I'll be met with a robotic response (bull**** to be honest). If the monies are not paid by a certain time, I'll get charged for storage of the car at the facility. This again should not be my problem.

I hate how one has to go through so much to get things right, with such services, they'll be different more often than not, so you can't have an umbrella approach to everything and must be flexible enough for the various different scenarios while also getting the information you require.

Motorvaps please do give me a call on ***, we need to sort this out. Reference number is XSERAS****6