No communication form assupol

Almost two weeks ago I sent in claim forms via email because my claim wouldn't show on the online client portal. I confirmed the amount with a call center agent before submitting documents. I have not received any communication from assupol since then. I phoned again (on 1 October) and got transferred and out on hold for 25 minutes until my airtime ran out. I have emailed and recueved only a promise that they would reply in 3 hours but nothing has happened. Reference. Numbers from my emails are 527213, 523089 and 530649. The last email asked for my I'd number and policy number which I did send but then I get ignored again. PLEASE solve this problem because I don't know where to turn to anymore. I have had ZERO feedback on my claim.