Poor service

Ok i have been with miway for 4 years now and last year December i had a claim which was approved and i thought nah. Then last month i received a call from a guy (miway representative) asking about the claim and said they will draft a letter which i need to sign and send in banking details. No letter was sent i then took time and chat on the app with someone earlier this week who promised to excallate it nothing still. Yesterday i spoke to Buhle Twala who promised i will have the letter by end of yesterday but still but nix