Worst Claim Process Ever!

Okay, so this is my first time putting in a claim and may I add, this is a urgent claim as I am not able to cook due to a possible electrical fault in my house. I put in a claim at 7am this morning, didnt get no call back or any feedback on the next steps. At around 12:30pm I opened a whatsapp chat and was informed that i will be getting a call back. It is now 17:22pm and still no call back or any feedback on the way forward for my claim. Mind you, I cannot cook or use the electricity as there is a fault and now I am forced to use money to buy take-aways. So not only does MiWay not handle their claim processes accordingly, what if this was a life a death emergency? I have lost faith within MiWay and am starting to question if i should continue with you guys because I do not ever want to experience this again and clearly you guys are not fit enough to handle even more serious emergencies. My claim number is C***. If this issue is still not resolved by tomorrow morning, I will be escalating this matter and moving on to a different insurance company.