Any sort of Customer Service?????

How hard can it be to get a letter for insurance regarding flight delays?<br> <br> I called into SAA and was asked to please email in. Got the response letter of <br> Reference for Email <br> ref:_00Dw0loUW._500w0lxWhr:ref<br> Flight Reference<br> Airline Reference Y7Q8ZO<br> And the letter as sent on the 21st January<br> <br> Still no response? <br> <br> In the mean time I can't claim from my insurance for the delays and damage to baggage and goods ******. Baggage department got back to me within a week! Why can't customer service confirm the delays and missed flights?