Slow Feedback

I have logged an accident claim with Miway insurance on 10 March 2016 claim number C715313, since then I have been struggling to get feedback from my claim representative Schalon Roberts, he does not respond to emails or either respond to calls messages. my vehicle has been written off and it took Schalon 1 month to know if my claim has been approved or declined. after numerous follow ups, a lady by the name of Kea contacted me to advise me that the claim has been processed, but until today I am still battling to get my vehicle finance paid out. when I call back I will either be told they do not have a settlement quote from the finance house or either they will get Kea to contact me back regarding the pay out. I am not sure if they either dragging their feet or either its Miway processes that do not allow them to do their job as efficient, either way as their client I should be kept updated at all times and not have to wait for me to contact them for feedback. what a bad service