Pineapple Insurance Disappointing

We lost one of the 2 cellphones we have insured with Pineapple, this has been insured with no claim since early 2020 and laid a claim on the 5th of October, 8 days later, no communication whatsoever besides a lousy SMS that says someone will make contact. I still don't have a phone and there is no way to speak to someone who can make sense of all of this besides their well "invested" bot who is not really of much help. The App has 23 days count down and I don't even know what that means?