Dissapointing claim, escalation, and complaint handling service

I have been with MiWay for over 9 years and I dubmitted my first claim with them on the 2nd of October, followed every step of the claim process to the tee. Submitted all documents within 3days. To date my car is at the RenewIt workshop stripped supposedly waiting for parts (1 headlamp and front bumper). Now the repairer says they have a supplier ready with parts but MiWay told them they themselves will find a cheaper suppliwhile I "the client" is being inconvenience. Tried to get someone to call me but apparently the claims and assessor and complaints department only talk to clients via email. A week later still no response from them even via email. I'm so frustrated because I trusted them to provide me with professional services when the time came. But all my premiums all those years just went down the drain