No Feedback to claim

Hi there, I called Standard Bank Insurance with no luck of getting through on numerous occasions to report a claim on the days leading up to 19 Dec 2017.I would be holding on the phone for about 20 min waiting to speak to someone. I then sent through an email on 19 Dec 2017 to file a claim. The mail had my ID number in it. An automated response was sent to me stating that "Please allow for a response and/or for a query to be resolved within 5 working days". Now on 25 January 2018 (more than a month later) no one has come back to me.