Miway claim handler not contacting me ?

Last week I submitted a claim and had to call back twice this week to find out how far along the process is. The last person I spoke to said her name was Tobogo and she said she'll mail my claim handler Estuane B and have him call me. Up to this day he still has not returned my call. This morning I got message from Miway asking that I submit more proof of ownership, yet when making the claim I already said I will forward the proof I do have (and have done so). additionally the message said something about sunglasses (which I had not claimed for ???) I have been a loyal Miway client for years!!! can somebody please contact me regarding all of the aforementioned ?????! I'm really getting annoyed now.