Mortage Protection Insurance: Inability to earn income - Oct Claim

Good day, I would like to lodge a complaint regarding my application for Mortage Protection Insurance aimed at Inability to earn an income for the month of October 2020. On the 2nd October I had forwarded my Capitec bank statement to FNB Life Claims to apply for Inability to earn an income for October month. After I have forwarded the email I received an auto response to confirm that my email has been received. However the auto response was without a reference number. Today I contacted Credit Life call centre only to find out the status of my application and unfortunately I was advised that my email was not received or captured as I didn’t have any reference number. I was advised to resend the email again and given a new reference number. Now my concern is that since the first email I have forwarded was on the 2nd Oct 2020 do I have to wait another 7-14 working days before my application can be processed. It’s not my fault that the system didn’t populate a reference number for my application in time. I have already waited 5 working days and would appreciate a speedy response.

Thank you