I sent an email on the 12th of April 2025 with and inquiry I was told I’m gonna be assisted in 48 hours working days

I sent an email on the 12th of April 2025 with and inquiry I was told I’m gonna be assisted in 48 hours working days. It’s almost two weeks there’s no assistance. Case # ***3 - Home insurance (HLB***) this is the ref case number given by their automated reply system