No feedback. No urgency

My phone damaged i contacted Dialdirect and they requested damage report from i-store so i di that and sent everything on monday 25/07/22 and it is now thursday 28/07/22 and still no feedback it is more than 48 hours. It is urgent as it is my work phone. This is dissappointing as they want your money asap prorata and everything and when you do a claim they take their time and there is no feedback and no urgency