My faith in Miway is fading

Been loyal to Miway for many years and have always felt like part of the family. I've been with Miway since 2009 and always paid my premiums and I insure NINE different products with Miway. I've been loyal specifically because Miway employs good people and I always felt they do things "My way". But I am worried that Miway's appreciation of me as an individual long standing client no longer matters. The new CEO does not even respond to emails like the previous CEO did and what made me super disappointed after paying many thousands of rands and having had a good claims history Miway was not flexible when I claimed a mere R4400 for tire damage during a time when I am struggling with my finances. I pay R2500 every month and asked to be considered as an individual, looking at my good history with this business, regardless of policy, but was treated like a number. My faith in Miway is starting to fade. I feel let down by "family".