Poor service

Good day. My wife submitted a claim C*** via the miway app, she was contacted the next day by a Ayanda that was handling the claim who took down all the information. Then she was contacted by a towing company AJs Towing & Recovery to collect the vehicle to be taken to a assessor that was on 24/8/21. After that she heard nothing from Ayanda about the claim. Last night at 19h00 onn 06/09/21 my wife was contacted by her tracking company about a battery tampering alarm on the vehicle, she had to tell them she do not know where the vehicle was because she was not informed by Miway. Now is that poor service delivery from Miway or what. I cannot understand why this type service from Miway as in all the media adverts talking about carring and peace of mind ect ect REALLY?????