No Empathy,No Follow Up, Slow Process

I have been loyal to Miway because of the quick service they offer but am starting to believe that only applies to trivial/small matters. When you are seriously needing them to step up its a different story. I had an accident on Friday and granted the claim registration process and the sending out of the tow truck people was exceptional. However after that, I am less than impressed, I spoke to Palesa yesterday about my courtesy car issue with Avis who was not only less than empathetic but also seemed to be in a rush. After that I received an email saying that Nkele would be in charge of my claim but again I have heard nothing from him/her even after trying to call and sending an email. When I as a policy holder have had an accident, I expect that my insurance steps up & delivers the same quality they do when the issue is small. I expect that the person handling the claim calls me to explain what the status is regarding to my courtesy car, I expect reassurance the claim will be handles professionally in the shortest time possible because that is exactly why i pay for insurance. To be restored to my normal state as quickly and efficiently as possible. This is not asking for too much!