Claims department no communication

I submitted a phone claim last week Friday with king price i explained the agent everything that happened, and then he advised me to send pictures of the box of the phone and also an itc nr and case nr to prove that the phone was blacklisted to ***. I sent all those particulars through to king price i didnt get any further correspondence from them ever since i submitted those documents i had to call them yesterday 17/10/2019 just to find out if they had received my documents as I've not heard from them ever since the lady just told me they are validating the claim someone will contact me asap. I have not received any correspondence from yesterday and it makes me wonder if this is how king price deals with a claim that is not very big how will they deal with a bigger claim im really not impressed with the service im getting from them