I'm getting bad experience

On the 10th of November, I had a house ******* at my house. I contacted MiWay to inform them and to find out how I can claim. to my surprise I was told that my insurance is for property and according to my knowledge I took out the household contents cover. I then requested to the call when I took out the cover maybe I didn't hear correctly because I might have not took out the cover. The lady then said she requested for the call and it take 2-3 days to receive the call, and they will get back to me. I didn't receive any call until I contacted them via WhatsApp on the 25th of November, they told me that they will give me feedback the same day and that never happened. I contacted them again on the 1st of December and they said I will get that feedback again before the end of the day and I still didn't receive any communication from them. the question here is does MiWay have anything to hide?