Legalwise not responding to my request to draft a letter to insurance-

My neighbour's tree fell into my yard during a storm and caused some damage which I am claiming against my neighbour. The neighbour contacted their insurance for this claim and insurance has questions which needs to be responded to. I have since asked for the assistance of Legalwise on 21 December as their client. To this day they have not responded to my request. I have sent numerous follow up e-mails with no help. Why have I been paying Legalwise for 10 years and when I need their assistance they are drawing a blank on me.