MiWay communication and assistance non-existent and disappointing

My Dad was in an accident on 14/09/2023. Vehicle was towed with all my details. I phoned endless times to find out what the situation is. My dad passed away a few days later. I have managed to get a MiWay Consultant, Fortunate Sibiya and was then asked for the necessary documents as my Dad had a Accidental Death Cover. Up until today, no communication regarding the vehicle or the Policy. I called Fortunate 3 days in a row with no reply and left voice messages for her to call me back. I then sent her an e-mail again and got an e-mail back, stating that she is busy with a client but will contact me as soon as she is done with the client. That was 09:30 this morning. It is now 21:45 (12 hours later) and needless to say, no calls from anybody. I got an e-mail yesterday where I was asked to rate a certain consultant (never spoken to the person) and not sure how do I rate a service if there is no service??? I just want to mention that all the documents (death certificate, power of attorney etc) were forwarded. I feel that communication regarding the above mentioned would be appreciated. On the MiWay letter is a promise, I quote "Besides giving you great customer service etc, etc, etc. ??????