No response on emails and no one to contact.

I have been attempting to get hold of FNB claims department however after numerous calls and fnb secure chat I received an email address to send my query to as there are no alternative ways to contact them. A notification was received stating I will receive communication within 3 days. It is 7 days later and I am still waiting. FNB requires a concession of life cover for a home loan however when you contact them to initiate a claim no one can help you.