No feedback on key claim

My broker submitted a lost vehicle key claim on Tuesday via email (claim form) and Doreen Dube was the appointed claims technician who was supposed to provide feedback within 24 hours, however, we have not received any feedback on the way forward or even a claim number despite my broker deciding to follow up today. I have been contemplating moving all my assets to be insured with Hollard but this experience on my first claim which I do not consider to be a complex claim, worries me a lot because their service does not seem to be good.