I submitted a claim last week with all documents required and submitted it online. I have just gone back to them to check how it is progressing - all my documents have disappeared from their online database 'Your Claims'. I have tried ringing... got hold of someone (after veeeery long time) who said they had a backlog and wait 21 days before following up. I asked about the fact that my claim wasn't showing on my online account and was told she couldn't help me.. call the 01403 in office hours.... (I am not looking forward to the Covid-excuse voicemail wait tomorrow.