No answe and no response to emails

I am handling a matter on behalf of an elderly friend. The client does not have a broker. The client was in a car accident but it was not her fault. She understood that MiWay would claim on her behalf from the other party's insurance. So instead of explaining to her how it works her claim was rejected and she was told that she need to sue the other party herself. Now I am trying to reopen the matter but no email gets answered. I have left messages for people at MiWay who was involved with the matter like Nadeen Mart but nobody has returned any correspondence. Then came the worst: the call centre. I have been holding for half an hour periods at a time with no consultant assisting. There is not even a message acknowledging your call and giving an indication how long it will take. Please I just want someone from MiWay to get in touch with me and assist.