Dismissive attitude and no feedback from MiWay consultants

I have been with Miway for over 10 years and have had 3 smooth claims that were handled very well. Last week I logged a claim via telephone and I spoke to Mbali who told me she will call me back in an hours time, I waited til the next day and no call. I then decided to log it via the app, the person assigned to it Nhlanhla called me with an unfriendly and dismissive tone. He asked for a diagnosis report and I kindly asked him to get it from the car dealer, he told me that was not procedure and that I should get it myself and send it to him via email. He never sent me the email details as communicated. I then called MiWay spoke to the third consultant who then tried to put me through to Nhlanhla without success and then said that he will log a call back. I only got a call back the following day from Nhlanhla still in a very unwelcoming tone, telling me that I could have asked anyone to assist me he is not the only person to can do so. He then told me that he is still waiting for the incident report, I asked him even if I had it where would I send it because he had not sent me his email address as per our conversation. He then sent me an sms with the email details and I still asked him if he can get the info directly from the dealer which he refused to do, we ended the call and a minute later he called me again requesting the dealer contacts. I then checked with the dealer and they confirmed that he did call and he was given the information he required. Two days later I still have not heard anything from him or MiWay.