Thanks for passing that information on. Yes it is a bit strange. According to the web developer for this area, BA can send out email updates but in testing they didn't think it worked very well and so limited down that option. He thinks the reason was that the email overload then caused BA other problems. But their new CM system can do updates with every status change, and in some cases people have used the Chat Bot to check their claims, seen it was closed, not yet seen the compensation/reimbursement, and thus opened a brand new claim. This is contributing to some degree to the how this new CM system is still badly overloaded, even though it's nearly a year old now.

But the system seems not to lose claims, and so long as you retain your incident number then you can check with the Bot. If it's Closed, it's often good news but it may take a few days more to become apparent.