Terrible service from Chubb travel insurance for Kulula

I booked a flight with Kulula and decided to add on the travel insurance with Chubb, susequently i had to cancel my return flight with Kulula on the 11 November. I sent an email to Chubb, and up until today the 7 December i have not received an acknowledgement or reply. I called the number that is on the travel insurance confirmation email and i was put through the claims. The person answered and said hold on, and then cut the call.