FNB GAP COVER

FNB gap cover claims division , I have recently done claims through FNB gap claims division. I have sent through a completed form with documentation a week ago. I receive no responses / no feedback. Every time I sent through a claim. I need to follow up and to no avail. Why is your customer service this bad? should you not at least update your client regularly. Why should we pay for elite cover to be offered superior cover?