Poor Service

Good day I spoke to one of their claims advisor and told him that I want to register a claim, on the 08/02/2019. I briefly gave him the background and he advise me to send photos and a quotation regarding the damages. On the 15/03/2019 I have send him all the information and I have spoken several times to the advisor and per email and until today nothing has happened. It is now 26/03/2019, no claim was registered nor any feedback was given