Almost 3 weeks without a reply

I have sent a request to MiWay's claims department on 4 April. A few days later, one of the agents contacted me and said that they will look in to my query. That was the last that I have heard from them. I sent another email on 13 April, to no avail. My reference number is C620577. I do not pay through the nose to receive this horrible level of customer service.