No feedback for weeks

I submitted a claim on 15 February 2016. I received an automated response to tell me that my claim has been received together with a reference number: ***. 10 days later on 25 February 2016 I sent through an email to [Email Removed] with my reference number stating that I still haven't received any feedback about my claim. <br> <br> 4 days later I on 29 February 2015. I got a response stating that my membership details were not provided. 1) If someone opened the attached claim all my details and membership number is in there 2) Could no one have responded to my email to tell my they couldn't find these details? If I never followed up would no one have gotten back to me?<br> <br> I rep**** with my membership details and attach the claim once more. <br> <br> It is now 2 days later and still no one has gotten back to me regarding my claim.<br> <br> I submitted this 15 February, 16 days later and no feedback! And just a side note, I would appreciate if someone contacted me rather than your email replies that are so impersonal and not helpful at all!