Claim for tyre, no response from Mikayla Philander

A lady by the name of Mikaylah Philander emailed me yesterday as I submitted a claim for a tyre, she then asked me to get a report from a reputable company. I did this, actually even before I submitted claim to budget. In the email she said it can be sent via whatsapp, I immediately sent the report. She did not acknowledge this message on whatsapp, neither did she email or call. So you tell me, how exactly am I supposed to know what is going on when such a person was assigned to my claim. I sent another email this morning, to which she did not respond. Is this the level of service you provide?