Loom - no response

I have been paying for Loom insurance for over a year now and have made a recent claim view the website - at the time of the claim there seemed to be an issue with the online form because my network disconnected so couldn't upload documents needed - regardless , the claim was submitted and I got an email .

I responded to the King Price email as instructed with all the relevant documents and have been given a claim number.

To date - nobody has contacted me , nor have I gotten any feedback on the status of my claim.

I have tried to contact loom staff via the website chat bot, which at the time didn't have anybody online so it took my email address but still nobody contacted me afterwards.

It's been over a week now and both Loom and their underwriter King Price have still not responded or given me feedback yet they collect my premium fee every month!