Poor service and over a month waiting for claim

Both my car and my husband's bakkie is insured with miway, I lodged a claim on 24 December in regards with a standard factory fitted radio which doesn't work anymore. I already got the quote from HFC Customs and was waiting for a response from Miway. The first call I received was early in January stating that I can not make a claim on the radio as it was not specified - Again this is a factory fitted radio. Eventually I got this sorted after a few days and Kgomotso asked me to send through the quote and diagnostics. Which he rep**** that he received my documents and will have feedback in 2 - 3 working days. This was on the 18th of January. After numerous emails and calls, I received a call yesterday stating once again that the radio can not be claimed as per assessor its a after market radio! I myself spoke to HFC Customs and Jacques explained that he told the assessor that its a standard factory fitted radio which has to be replaced with an aftermarket radio! I then phoned miway again and spoke to Tebogo which also told me that the claim is denied, and as soon as I try and explain ONCE AGAIN that this radio comes standard with the bakkie, he started being rude and I requested to speak to a manager! I've sent an email again to miway, with pictures of the radio as proof. Till now, I've not received any feedback from Kgomotso, Tebogo or the manager!

Not sure why miway s client service is so incredibly poor, with no feedback and each and every time another excuse!