I'm still.waiting for my Nov.5 claim for trip delay to process. I sent them the cancellation.reason form.and an explanation for the second person on ticket via email. And they never responded. I finally called last week and they said they still needed those two pieces of info. I got it to upload so now I'll wait until next week and call again.
They never even asked for more info formally. I just saw when I checked it that it was still processing and two items were supposedly awaiting upload (relationship to other traveler and cancellation reason letter). Again this was stuff I emailed to them but apparently they didn't receive...