not replying and unable to assist

I've been retrenched as of the 1st June and submitted all my documents to the insurance department on the 24th June, I have to date not received any feedback I have called 4 times and each and everytime the person answering says "we are not able to assist you as our system is offline" I'm getting sms from.truworths reminding me to pay but their system is off line... i have enough stress to still worry about my claim