no communication and incompetence

I am still awaiting feedback since I initiated this communication on 10 August 2023. After 2 weeks, I was told that the correspondence was sent to their underwriters (not sure why) and that it would take 5 days. 2 weeks ago I was asked for an ID nr which I provided immediately, yet I have still heard nothing from them. Either they are just disregarding customers or its a case of incompetence