OUTsurance and their *********** claims process

I’ve submitted a pet insurance claim on the 31st of May. It’s a simple anal gland expressing as my dog was ill and needed his glands expressed immediately. I paid for it cash and submitted the claim on the Monday (31st). It’s been 8 days and still didn’t hear back from anyone on the team nor my claims advisor ? Is outsurance *********** and do I need to cancel this and rather go with another more reputable, competent and trustworthy pet Insurance ? This is my first claim and it is the most pathetic service I’ve received. No one has even called me regarding my claim. Pathetic service !