No service

I've submitted a claim on 10 December 2024, and received a reference number. I went on holiday and haven't received a response early January2025 when I returned. I followed up and was directed to the website, where I couldn't continue as I didn't receive a sms code. After numerous attempts, on email, I am being directed to the website but it is not working. My claims waa submitted 6 weeks ago and I Don't get a response I can work with.