Previous 5-star service turning into no communication when asking questions.

I rated Miway Insurance with 5 stars after my accident because of their compassionate approach to my situation, arranging a rental vehicle for me and doing an assessment on the car within 10 days. They gave me good advice and also indicated that I could buy back my vehicle if it was uneconomical to repair. I have been talking to other buyers in the industry to determine my car's post-accident value and asked my claims agent to get back to me to explain how the amount has been calculated. Before I signed the required paperwork, they were phoning me every day but now that I have asked some questions, no one is getting back to me. Today it's a week since my mail which I sent three times.