No response on claim

I am deeply concerned about the level of service from Miway,since last week my area had major power issues(can be verified with Ekurhuleni municipality), we were literally off the whole week, and in the process a lot of food spoilt,fortunately I haven’t had any damage to my electrical equipment, even now my area is still in the dark, I’m not talking aboutloadshedding,I’m talking about total blackout,this is the second week now and since Miway has that cover on my policy I logged a claim for that and I haven’t even received a call to process the claim, nothing has been done so far, it’s just quiet, all I have is a reference number and an email saying a consultant will contact me,but nothing