Never received Agreement of Loss form for claim

I submitted a claim on 7 May, reference C-***2. My claim was registered as *** and on 8 May a plumbing company came out to access the claim. Then for a week I heard nothing. I checked via ABSA Insurance Whatsapp what the status is. It said “Waiting for an agreement of loss from client.” But I never received any feedback or an agreement of loss to sign. So on 15 May I sent an email requesting feedback about this form, reference C-***7. I still haven’t heard anything. When I check the Whatsapp service, it still says the same thing, and that I should send the agreement of loss to ABSA. Well, where is it?