MiWay - No Response Regarding Claim

I submitted a claim for my tyres on Thursday, 14 July, and submitted the photos for the claim the photos as requested. I called MiWay insurance on Tuesday, 26 July because I had not received formal or any feedback regarding my claim. The consultant I spoke to advised that she would escalate my claim because the reason my claim was rejected was that I claimed for more than one tyre - which does not make sense because I am not limited to claiming for only one tyre. I asked the consultant to call me back and send me formal feedback via email regarding my claim. Almost a month later, I still have NOT received any formal feedback from MiWay regarding my tyre claim. Why do I have to follow up with MiWay asking for feedback on a claim I submitted last month? Why do I have to chase MiWay to get feedback as a customer? Debiting my account every month is not a problem but getting formal feedback regarding a claim is a mission. Really would not recommend MiWay to anyone. Bad customer service.