Poor claims service

I recently submitted a claim last week already the claim was registered with claim nr(C***) and miway advised a service provider would contact me to asses my damaged items the service provider collected the items assessed it and advised miway that it can't be repaired, miway then approved/authorized my claim and advised me that another service provider from stax technology would contact me to arrange delivery of the new items, I've not hearf anything from the service provider no one had contacted me i sent emails to my claims agen she doesn't reply neither does she do a follow up how does miway work really disappointing service from miway they dont do follow ups