Inability to meet their own deadlines set.

I have a third party claim through Miway where my parked vehicle was bumped by one of your clients. I decided not to claim via my insurance due to my record being affected. Anyway, all documents were submitted and I received an email from Keneilwe Adams regarding the 7-10 days processing time that your assessing department takes to process the claim. The 10 days have since lapsed. I have mailed your legal advisor, Keneilwe Adams who hasn’t bothered to respond. I have called but my calls never get answered, I called via the call centre and get told that Keneilwe is on another call. The decent thing to do would be for Keneilwe or anyone from Miway to response to my mail but this is clearly asking for too much right?? I was told by another legal advisor that they are aware that the 10 days have lapsed but the assessing department has not sent a report as yet. What’s the point of specifying 7-10 days on your emails if you cannot meet the deadline? Why create the expectation when you clearly cannot keep to your word? This is just disrespectful honestly. Imagine having to struggle like this and a simple courtesy email could have sufficed. Your client bumped my parked vehicle and I did everything that I needed to provide you with the necessary documents but I must struggle to get simple feedback? Do I instead need to get a lawyers letter sent to your client because you guys are too inefficient to respond to emails and meet the deadlines that YOU have made.