Claim nightmare 21 days and counting no response

Since joining Miway i have always known them to have a make it happen approach to their business till recently when i put in my Claim. The approach and attitude is North to south pole in a Split. I had a rear end collision and fortunaley the person who knocked me is also insured by Miway so I thot the claim would be a walk in the park but no merely because i opted to claim on the other party's policy i am being alienated no update 21days and counting. Days later i realised there was more damage than i had seen when i was requested to send pictures, i take more pictures and forward only to be rudely and sarcastically told to put in a new claim as that damage was not caused by the first incident. How this this woman can tell me what was and was not on a car she has never seen beats me. there was no assessment no nothing all i am told is the claim is with the legal department. The best part was when i was told by the legal Dept to get hold of the claims dept and get a no claims letter and send to them- are these people not in the same building? and you wont believe how many emails and unanswered calls it took to get this letter.