Turn around time & claim update

Today is the 8th working day since I have logged a claim at miway insurance on the 22December 2020,i have emailed the insurance three times and have not received any response to those emails. I have phoned they offices answering machine will prompt you to leave your numbers so as to be contacted, I left my numbers no response. The cellphone was taken by courier to device doctor and I contacted them on the 31 December 2020 and they indicated that they have assessed the phone, the report was sent to miway insurance. The device doctor indicated they have sent report to miway insurance even though the insurance have not authorised any repair work yet. Miway insurance have promised to refer the matter to someone in their office who will resolve the matter and contact me, all that promised did not happen and I don't know to refer this to insurance ombudsman or to look for an alternative insurance that cares about their client. I have been with them for more than two years.