Frustrating claims process

This is not the service i know Miway to deliver. I am really battling with getting a simple call back and my emails now being ignored from 18 Dec. It's like the moment i mention this is a bike crash , i get poor service. I didn't ask to be hit by a taxi and just started walking better a few weeks ago from the incident. The accident happened 30/10/2019 , claim authorized 10/12/2019 yet no way-forward from Miway just promises. The repair shop has been on hold as i would like to sell my bike instead but this delay is causing me to accumulate rent on the bike. I've done my part in providing all they needed from my hospital bed , when i was abroad and when i got back in my crutches running around for everything.

Can someone assist me please. I have insured my other bike with them and if this is heartache i must deal with them then how must i have the confidence in their service and support in future for what we agreed on ?