Insurance Claim - No feedback

I have sent an email to Standard Bank Insurance's dedicated email address for claims [Email Removed] for an urgent claim for my spectacles last Wednesday morning and now almost 1 week later I haven't even received a response from anyone. The result of this is a very uncomfortable situation at work with my boss not being happy since Im struggling to do my work. This is not the first time that Standard Bank has delayed my claim and caused huge issues for me with my work. This is completely unacceptable!!