My claim was ignored

I have a household insurance with Iwyze,last month my Sony Bravia LCD tv was damaged and I phoned the Iwyze call centre for a claim and the lady that I was speaking to promised to call back, and she NEVER did. A few days later I wrote them an email and after that I got an automated reply email promising me that someone will contact me in two working days, its now almost 3 weeks I'm still waiting for Iwyze to contact me,I'm deeply disappointed and hurt buy the way I'm being treated because I'm a very loyal customer and I feel I'm being taken for granted and disrespected. After all these years without any claim is this the kind of treatment I get? I know I deserve to be treated with respect and dignity. I am deeply sad and hurt. I have always believed Iwyze was professional,honest and different from other service providers but now I'm not so sure, all they are interested in is our money!