Unhappy Client

I have been calling Miway for over a month and no one gets back to me...I need to reopen a claim and all I need is feedback if they will approve or decline...I have called the call centre and they say call again tomorrow to check the status. I am so disappointed because I could take out excess as I was in and out of hospital and my premiums were.always up to date. I advised them that I can afford excess and need them to just say if they can reopen the claim ot if they are declining