Extremely slow response time to claims

I submitted my claim on the Pineapple Insurance app last night and a consultant rep**** (at around 10am this morning) on their in-app chat function, asking for my contact details and a convenient time to call me. I asked them to please call me immediately but it is now 3pm and they still have not called. I have sent numerous follow-up messages but no one is responding to me now. I am very disappointed and frustrated to experience such poor service in my time of desparate need