My previous experience were great but the last two requests for support went horribly wrong

My previous experience were great but the last two requests for support went horribly wrong. The previous incident about 3 weeks ago nobody got back to me, I received no follow-up WhatsApp messages and eventually cancelled the call when a kind gentleman offered to help me. This time round was a repeat of the last incident. I am horrified to just think what could have happened if I was not stranded at home but somewhere else. Once again no WhatsApp messages. And when the messages eventually came through I was accused of not answering my phone. I later phoned back and was told that MiWay has a system problem. I am a 63 year old woman and I travel a lot by myself. I always felt safe knowing that my insurer has my back. Unfortunately I will now have to reconsidered the provider.