Still waiting for feedback on a claim

On the 4th of October I called afcho to notify them of my claim since the water from waterpipe was leaking and it damaged my tv. The guy i spoke to just said send an email then we'll attend to yo query of which i did but the sad part is i had no response whatsoever from afcho acknowledging that they received my email. It's been 20 days now still nothing. The least they could do was respond. They are aware that the waterpipes in this building were leaking of which my unit was part of the affected ones. I'm so unhappy because I always pay my rent on time now afcho is disappointing me.