No feedback from a claim

I logged a claim with frank after being retrenched at work in february, in march after receiving my iu19 and service certificate i submited them to complete my claim.<br> <br> I did not receive any response for 2weeks understanding that it might be because of the long holidays. Today i receive an sms informing me that my claim was unsucessful. No one called me to take me through the claim process or carr to explain the reason of why my claim was uncussesful.<br> <br> I find it very unprofetional and to think i took this insurance in order not to be frastrated should i be retrenched now i have double sttess because i dont know what is going on with my frank insurance. I am disapoineted by frank because not everything is explained to me.