Two weeks and no action on my claim

I submitted a claim via email (to Daily Claims) on 24 November and received an automated ack same day (MailRef#***#). As of time of this submission, no action from you. Why not? I know that all mails (and other forms of communication?) drop into a work queue and get allocated for action. But two weeks and no resolution or communication? It's both annoying and frustrating, not least because this is not an isolated instance of slow action related to your operating methodologies