MiWay Insurance ignoring customer queries for months

Dear MiWay

My unanswered mails of 4 November 2018 and 18 January 2019 sent to ********** ********** and ********** refer.

Is it standard business practice for yourself, represented by your legal division, to ignore any correspondence from your clients or is the claim that you offer “great customer service” just the hook to get the customers money and then forget about them?

Claim C ********** has NOT been resolved yet as the excess your client was made to pay, although the accident not her fault, has still not been paid back, claim C ********** has subsequently been registered with yet another incident not your client’s fault, are you also going to ignore any correspondence pertaining to this claim?