unhappy client

I log a complaint on HP Monday and Keenan from TFG called me, requested my marriage certificate and advice me that he pre-approve my claim. The same Monday I send the necessary doc and got a reply. Since then I never got any feedback. I tried calling TFG this morning and they drop the line. Is the plan even for real or was I just paying for nothing. I am, not happy at all with the service receive. I also send Keenan 2 emails today, but with my luck got no reply. Can management please get back me today still with the pay out.