No Response

I received an sms on the 22nd if January 2015 informing me that processing of my claim has now started. No feedback was received within the 10 business days, therefore I sent them a mail on 9 February 2015, asking what claim they are talking about, since they already paid out my claim in 2014. The automated reply says that the query will be attended to and feedback will be provided within 48 hours, it is the 17th of February and still no response to that email. I decided to call them the same day anyway to request this information. The lady who assisted me was also very vague regarding pay out and mumbled something about 10 days. Now I know nothing will happen in the 10 days, you see she didn't sound very convincing and probably just wanted to end the call. I rated Alexander Forbes 7 anyway but should have rated 0 as I still have zero cer*****y. I sent another mail on 13th of Feb and still no response. Can someone please explain to me when this tiny amount of money will be paid out to me and how much it is? Can it be explained in what phase of the process the claim is and if it is even being attended to?? Also advise why there has been no response to my emails??