Buyer protection

How do I know my buyer protection claim was submitted? I have not received an acknowledgement email, and how long does the process take?
Level 1
They don't seem to send a confirmation or anything. I only know mine was submitted because I tried to submit another one because I didn't recieve anything and it stated I already submitted one. I haven't heard back about the actual claim and it's been over a week but they finally responded to one of my many messages and they still haven't been any help. I submitted eveything they asked for but now want a reference # I don't have. I'm really frustrated. Good luck.
I even tried contacting them on Twitter...still no response. I am really starting to hate offer up and their b.s. claims for buyer protection.