No response to CL claim

On the 24th of November 2020, I sent an email to the credit life department to register a credit life claim on behalf of a relative, the power of attorney was attached to the email and copy of their ID. We have had absolutely no response in this regard. My client has been diagnosed with cancer and the prognosis has not been good. We need urgent help in this regard as finances are a stressful matter. If no response is given we will have no choice but to refer this matter to the Ombudsman