If your issue isn't resolved within 35 calendar days after contacting support and you're still experiencing the problem, our Customer Support team will either escalate the issue to our Customer Service Executive team or give you contact information so you can contact them yourself.
The Customer Service Executive team will analyze your case and give you further guidance. If necessary, they'll send you an email with information on how you can contact our Claims Department. You'll receive an email with a complaint reference number, which the Claims Department will request. It's also important to note that your account must be verified before you can move on to the next step. You can check if your account has been verified in your profile settings.