I expected better response from Alexander Forbes

My father has a policy (through the building industry many years ago) and on the 20th February 2020, I emailed AF requesting a copy of my Dad's policy. On the 24th Feb, I received a response (Pumeza Madonono) saying she could not trace the policy number I supp**** and could I supply my Dad's ID number. I supp**** them with an ID number on the same day (24th Feb). It is now the 2nd March and I have still not received a response. Due to my being overseas and I will be here for a few months, I cannot phone AF and I cannot receive calls on my SA number. Please can someone get hold of me urgently via email.