Claim been unresolved for 13 days

I have paid a paediatrician upfront and submitted my claim to medhsield on the 2nd of Dec already. I received the following confirmation email:

021219QS95P3

Expected query resolution time for emails: 5 working days from date of receipt, excluding weekends and public holidays. Should additional information be required, resolution time may be extended.

Please note that if you e-mail a current claim, the claim is printed and sent for processing and the query closed without feedback. An SMS acknowledging the receipt of the claim is then sent to the principal member as proof that the claim was captured within the 5 days claim received turnaround time.

It is now 13 Dec (11 days since i submitted my claim) and i have not even received an sms or any feedback regarding my claim. I have sent emails and i just receive the same confirmation email (having to wait 5 days for feedback)

I upgraded my scheme and am starting to regret it. Please sort out my claim and let me know what are the current state of my claim back.

Thanks