Customer simply ignored

I submitted a claim in May. After sending through all the requested information I have heard nothing from Pineapple. I have sent multiple emails over the last 2 months requesting feedback, asking if anything else is required etc and no one bothers to respond. I have not received any money nor any notification that my claim was repudiated for any reason. On the app it says the status is ‘settled’ which would imply it has been resolved in some way which it has not. I have also repeatedly told them I am overseas and therefore unavailable on my SA phone number & given them alternative ways to contact me. I even had someone in SA try on my behalf- she managed to get a phone number for the person on my case but when called they said they can’t help I need to send an email. Sent email, surprise- no response. I don’t know what to do. I am so disappointed in this company. This is the worst service I have ever received as a customer!