Seem great until you need to actually claim??

Have been with Miway for 5-7 years probably. They've always been fast to reply to queries re adding items, changes to my policy etc (ie the things that get them more money). Now, for the first time in all those years I have submitted a claim - it's 5 days later and I'm still waiting to speak to a human! Got some automated replies, and have sent numerous follow-ups, including to the agent that one email said has been assigned my claim.... still nothing!! Disappointed.