From Hero To ZERO.......

So I have been a loyal ambassador for Mi Way since the 01st October 2008. I have always praised your excellent service and punted your client centric approach. That is up until now. On the 28th March I logged a claim. The assessor came out on Wednesday the 31st - this after I had to call in to follow up. Since then, two mails to the claims advisor, one on Tuesday and one today, both which still remain unanswered (and each where sent first thing in the morning) I am still yet to know what the progress is of my claim, and where I stand? Is your 10/10 rating here really justified then?