Terrible service

I have been a MIway client since 2009 , I have made some changes to my car insurance policy in May 2015 , I have asked for some extra cover to commence on 1st June 2015 , to date this cover has not been included , my partner and I have been calling and mailing on numerous occasions to no avail , we have been loyal MIway customers for quite a few years but I am scared to think that if this is the type of struggles we experience just to make changes , what type of struggle would we have in the event of an unfortunate incident should it occur . The level of service has definitely dropped through the years , this is not the MIway I have been accustomed to dealing with . What is going on ???