Poor Service from Miway

My wife had a smash & grab incident on 04 September 2015. Her handbag and cell phone (value R14 000) was ****** from under a loose dress on the passenger seat. A police case was opened and the claim was lodged same day at MIWAY. Fortunately I had cover for the cellphone & loose items. As usual, the window claim was addressed promptly and efficiently. Unfortunately, the rest of the claim ended in disaster. The consultant whom had to register the ****** loose contents (another department) seemed to lack enthusiasm from the start. My wife and I tried to phone her on numerous occasions thereafter. She also only responded to 1 of my 10 e-mails. No phone calls were made back to me. I had to speak to other consultants to get an update. After 10 days, I was requested to go and obtain quotations. Why did they not ask me this in the first place? Quotations was send the next day. Once again, not hearing from MIWAY for another 8 days (total 18 days), I called them where they informed me that my claim was not successful seeing that my wife did not conceal the items. I am very unhappy in the way the claim was handled and in their poor ruling on the claim for something I was insured for....