Email reply not sufficient

I emailed on Friday regarding a claim not being paid to me despite the system saying it was. I received a reply from a claims representative with nothing but a claims history. I still don't know from that why it wasn't paid to me and additionally, if I wanted a claim statement, I could have easily have downloaded that online. I would have appreciated a personal response <br> <br> Additionally, the email address that it's from is a no reply address so the customer can't even email back from that to ask another question if wanted