MiWay read email and stop using script to respond to me

I had given them a five star before until I had a car accident and asked them what happens to my insurance if I don’t claim and nobody can answer me and they keep on sending me claim advisors that can’t operate outside script and clearly don’t read as I asked correspondence to be via email.Im so exhausted cuz I have life to deal with and telling people how to do their jobs shouldn’t be my job especially when they are not cheap