Reimbursement procedure

[Canismajor]

Brand new Columbus blew a hydraulic line. I tried to contact customer service but could only email.
Finally got a response on what to do to get it fixed asap and then get reimbursed.
I turned in the paperwork a month ago and cannot get a response from the person that is suppose to be working the case.
I've emailed and emailed.
Is this normal?
I don't know what to do next.

Thank you.

[Flybob]

Call them