Miway not going miway anymore

What happened to all the efficient and professional staff that made me stay at miway for the past 20 years! My last claim experience is such a nightmare, whilst the claim has been approved and excess confirmed over a week ago I have had no communication from Miway claims consultant Candice Lawson, what happened to follow ups and keeping the client in the loop? I have water flooding my neighbours yard from the burst geyser which they have not repaired as yet, no bed to sleep on due to it being soaked and not drying in this weather amongst other damages! What is going on????