Claims delay

In the past I've had nothing but great service from MiWay, but this is not the case with regards to claiming for my vehicle. I've heard good things about MiWay from others, so I'm not sure if it's my specific claims advisor who is making this experience so frustrating, or if this is the norm for MiWay.

My vehicle was involved in an accident and towed on Sunday, the emergency response was great. Monday morning I was assigned a consultant who I literally have to beg for feedback. She is never available when I phone, and only responds to my numerous emails after I phone the call centre for assistance and they request feedback for me.

I understand that people are working from home, but surely good customer service should still apply. Is it fair that during an already stressful time, your customers need to constantly follow up? A quick response to my email is all I ask for. Considering that I only wanted to know whether any documents are still needed from me (purely to limit unnecessary delays later) I don't thinks that's too unreasonable.