In requisition of confirmation date of when claim will be paid out.

It's been over a week I have been trying to get ahold someone in the office to follow up on my claim . The phone is either being transferred or rings continuously with no response . I had made a follow up regarding my claim was told documents were received on the 09th of October and it would take 6 - 8 weeks whereby the whole process was explained . I followed up again they said my documents were received on the 14th of October and it would take 6-8 weeks . What I wanted to enquire was by which date and something documented and confirmation. Have sent Antoinette several emails no response from the onset of the claim now dealing with Claims and Queries but no clarity. Only getting automated emails .