Miway run around

I have a Claim but am getting nowhere after all these years that I have this policy I didn't know I was gonna get the run around like this firstly it's a mission to get my claims advisor to contact me, and I'm getting no joy from them my car was approved for repair and moved to another panel shop that I requested which was great but Noone after a week parked there knew which insurance or who the car belonged to only when I contacted them yesterday I gave them the claims number and details which I thought was very Unprofessional. Now I have a dispute that I filed regarding the repairs I was told oem spares will be fitted but the panel beater has notified me inferior spares was approved for repairs the resolution officer contacted me and notified me that my dispute was not been taken further and those spares are to be used not taking into consideration my years with miway or this is my first major claim