Pet Outsurance not able to process a simple claim.

My Pekingese was neutered on the 23rd of March. I submitted the quote, Two days later they answered me, telling me a consultant will call me shortly. Two days later the consultant contacted me and asked me to email the invoice and proof of payment. I did that immediately and got an email after that saying the claim was lodged and a claim number, that was on the 11th of this month. Today when I went onto their site where one can check the progress I goot the message that there was no claim lodged. I paid the vet in cash and need the money. I actually went to a more reasonable priced vet as to not abuse my policy. The claim number is 602316. Can someone please get back to me.