No feedback!!

On the 12th October I called to submit a claim. I was assisted by Vulindlela Simphiwe Ntsele. He told me he would send me a form to complete which I have still not received as yet. I however went out of my way to get the form myself and sent it to Simphiwe on 12 October at 16:08. He acknowledged it at 16:13. On 16 October at 10:40; I followed up again with regards to my claim. He then sent an e-mail at 18:57 requesting me to confirm if my documents are ready for collection. On my initial email on 12 October; I sent all the necessary information required however; I cannot understand why I am being asked 4 days later for the same thing. Is it possible for this matter to be addressed please?