Claim unanswered, zero responses to multiple attempts to contact Pineapple

My laptop screen is damaged, and I lodged a complaint with Pineapple on the 26th of September. I received and email and message on the chat app saying my claim has been received and no documentation was needed on my end. It has been radio silence ever since. I have sent emails, I have messaged daily on the app (as the contact number listed online does not work), with no response at all. This is very alarming, as they were quick to respond when I insured in January, and they collect their money on time every month. When I am seeking an update on my claim since it has been radio silence since I submitted it, this is very disappointing. This has impacted my ability to work as my laptop is damaged, and I am unable to do anything given I have no idea what is happening. Extremely disappointing, I will definitely be looking to change insurers and inform all my friends insurer with pineapple of this ********** experience. Terrible customer service.