Poor service

I have been (trying to) deal with Woolworths Financial Services, Insurance Claims Department for 3 months now. I submitted a claim on 02 February 2021. By 29 March I received the following feedback on 29 March : "The claim has been submitted for assessment. Your patience in this regard will be highly appreciated" I have tried following up via email, but have not received any feedback. I tried calling to follow up, but was told this department can only be contacted via email, which seems pointless as the department doesn't respond to emails. Though I can appreciate the "request" for patience as the death and retrenchment claims would surely be on an all time high due to the effects of the COVID-19 pandemic, though some feedback at the least would surely prevent many more from the same experience.