IGNORANCE OF EXISTING CLIENT WHY

I have been a member of Iwyze Insurance (vehicles and household goods) for more than FIVE YEARS. Within that period I have never claimed as I was not involved in accidents and I am a LOYAL CLIENT The company ignores REQUEST for documents. I have, for the past TWO weeks, been REQUESTING documents via their email address and their website. Their automated system acknowledges receipt of my REQUEST but to date THEY have not RESPONDED. Please HELP