Bad claiming experience

My experience with garrun group was very bad, we done a claim in February for a water leak the consultant then advise that we should send 4 months statements to see when the leak was detected. I send all the invoices to her then she advise me that I need to send a invoice after the water leak was fixed. The last invoice that I send to her was on Monday at 11 o'clock, I then asked my mother to give her a call just to confirm that she received the email because am on leave currently. She advise my mother that she will respond by end of day yesterday. I never received any respond the thing that's so disappointing is that it's my first time claiming and having such experience.