After having sent your concerns via the https://www.sunwingcares.ca/hc/en-us link, you would have received a confirmation of your claim being processed. To request an update, please reply to the confirmation email received, with your request for an update (we kindly ask that you do not copy and paste the email address received in your confirmation, as this will open a new case on your behalf and may cause further delay to the processing of the claim). The Customer Relations team works closely with your vacation partners to ensure that all necessary information is gathered prior to responding to your claims. Unfortunately, at times, this process can take longer than anticipated, which could result in delays to the response time. In urgent circumstances our Sales Centre team can assist you with a follow up. You may reach them at 1-877-SUNWING.