Poor service deliver

Good day

On the 28th and 29th of November 2019 I logged a claim with my insurance (Indwe Risk Services Insurance) of that my car key had broken off and I currently do not have a spare key. I first called the call center emergency line due to that it was after offices hours, then on the next day to their direct offices. On the 29th I logged a claim with Elize de Beer, whereby I sent her all required documents. on the Following Monday(02/12/2019) I received an email from Marietjie Willemse asking me to resend the information I had sent to Elize, at which I did immediately. Till today I received any feedback. This is very poor service deliver.