Disappointed after 12 years

Being a client of Miway for 12 years, I write this review with a heavy heart. I am so disappointed and frustrated at this moment, I really didn't want to write but I feel I needed two. There are a few disappointing issues I would like to raise: 1. Had an attempted breakin at my property on a public holiday, 21st March. Logged a claim on the app. Called in to follow up as it was an emergency to have the window pane replaced, was told the claims department was closed and can only be helped the next day. I told the agent a few times, it's an emergency and my family was at risk because the window pane was broken, I was told I have to wait till the next day. They don't deal with that type of emergency. I had to replace it out of my pocket. The damage was only accessed on Wednesday and till today I am still waiting. Been asking for updates and the answer I get given, waiting on the damage report. I also sent in a complaint about the issue of not being helped on the public holiday, still no feedback. Sent in emails, no response. 2. Logged a claim for scratch and dent. Wow, this process is a joke. Having damage being accessed via pictures and not the naked eye, how can this happen as some people are not professional photographers. Is this policy created for vehicles with non metallic paint or a car under a certain value, when you sell this products to your clients, you need to access their cars and inform them that the cover won't be sufficient for the car they drive instead you take their money and decline claims because the cost is more than the policy caters for even though the damage is within the policy guidelines. I have similar dents and scratches on two doors but the accessor submits amounts so different from each from each other but me as a client, I don't receive a proper explanation. This has been a back and forth for almost two weeks and I must do the running around even when I disputed the amounts. I hope a senior manager reads this review. Your service is really slipping and it's more about money than customer and service satisfaction. 12 years is a long time to being with one insurer and receiving this type of service, is making me doubt Miway.