Delayed in Claims department

My legal matter was referred to by legalwise to a attorney, which we met with early December 2019. They sent a claim to the claims department to get the legal process started. But when we phoned to follow up, they never received the claim from the attorney's. I have now emailed the claims department on numerous occasions and simply don't receive a reply. This matter is being so delayed due to unnecessary incompetence. Please follow up as to how far the claim process is with either the lawyers or with me the client. Such bad service