Screenshot and send that message to
Support@trustedhousesitters.com.
Phone the Urgent Support Phone Line again and ask them to check that they have received the e-mail . ( They appear to be dealing with a week’s backlog of messages currently)
If you are making a claim under the Sit Cancellation Plan - this thread may help …
https://forum.trustedhousesitters.com/t/tried-tested-process-for-premium-insurance-claim