Claim related disappointment

I spoke to someone on the live chat on the 9th of Feb who informed me that if I submitted my claim that day that it would be processed by today so it could fall part of the 20th payment run. I submitted my claim then on the 9th via the app, however, I got no feedback via email or sms that my claim was even received. Two days ago I followed up again on the live chat and another individual informed me that it can take up to 10 days, which is unfortunately done today. I still have not received any feedback besides "it's in processing". I realize I am not special and do not expect my claim to be fast tracked at all, however, I would like the staff to all have the same story.