Claim process

Where do i start? I never received any information about my claim from Alexander forbes. I had to phone in last week, stay on the line for 15 minutes and then only got sent the notification. (POOR). Surely they should be able to keep you updated on the claim process. Should be able to give you a turnaround time, cause there's some people that need their money. Very disappointed after recommending family members to give the fund a go.