Claim unceremoniously closed, no feedback from team.

I lodged a claim for phone damage on 5 September and I am still awaiting feedback. I informed Andani that I work nightshift and would prefer calls in the afternoon. I am now being informed by Koketso that my claim has been closed as I have not comp**** with a reasonable request that was sent to me, but this communication was never received. I have asked for confirmation of when this was sent and have still not gotten feedback. It's been 5 weeks and this is incredibly frustrating for someone who has paid their premiums faithfully.