MiWay not calling back and not covering vehicle

I logged a call back 9 days ago for an update to my vehicle insurance which has yet to be completed. I received a call from an agent that stated he does not work in the department handling the callbacks and after he was unable to resolve the problem I was having said he would log a new call back for the senior staff to call. This was 6 days ago and I have yet to receive any call to resolve this problem. As such should anything happen to my vehicle until such time that I have this resolved the agent confirmed that it would not be covered by the midway in any way.