Claim not paid out.

Good day

I gave in my claim on the 6th of August 2020. It has been 3months now and did not receive my claim payout. When I phone the offices they can not give me feedback and also they don't know when I can accept feedback. After phoning a 3rd time the the lady handeling my account said they help people sending emails first. Why did she not tel me earlier. Then when I ask for a email adress they don't know

I am going the ombusman for further action.