supper bad service

Good day I'm not someone to complain i actually frown on it but enough is enough... so we have my polo insured by mi-way and i have phoned them multiple of times to lodge an claim and then they would or not answer my calls... so this is done the accident happened in march and after being promised so many times to be contacted back I'm still waiting till today the guy that bumped into me so many months ago disappeared with out a trace and i would too if my insurance is taking so long so i don't want to be the bad guy but its time the pull up there socks and sort out there nonsense