Not clear on what a 3rd party should submit for claim to be resolved

I am truly disappointed with Miway insurance and how they are handling my claim and the 3rd party. Can Miway please be clear what they require a third party to supply for the matter to be resolved. Could Miway also be prompt in processing claims just like I am prompt in paying my premiums. I have never skipped a payment, however they are unable to process a claim from mid February 2020.