Disappointed client

On the 28 may 2025 I was involved in a car accident where my car was written off, so after that I informed auto and general top up that I would like for them to assist me with a short fall that I have with then I submitted all the documents where I was assisted by Jaydon Smith whom at first seems like someone who care or understood what I was going through but even today nothing has happened and not his not replying to my email. I now don’t know what to do 😭