user: submitted a claim on the 19/09 and was told I'd get a response within 20 days. Silence ever since. When will I hear from you?
agent: Hi Esther. We aim to respond within 20 days but it's taking longer right now due to our backlog. Sorry about this. We'll contact you ASAP.
user: I was told that it was up to 20 days because of the backlog so which is correct as I'm getting conflicting information.
agent: That was our aim but it's taking longer for some cases at the moment. You're welcome to discuss your case with an advisor sooner by calling.
user: When were you going to inform customers of this? If the 20 days has changed what can I now expect, an extra 2 days, weeks, months? ?? ?
agent: I will pass on your feedback on this. At the moment our Customer Support team are focusing on processing claims so we can complete and reply
user: So back to my original question - when can I expect a response? 'As soon as possible' isn't an acceptable time frame.
agent: I'd like to give you a time frame but I can't I'm afraid. We've received your case &amp; we will contact you as soon as we can. Apologies again.

Customer is asking help to submitted a claim on the 19/09 and was said they will get a response within 20days. Agent updated that they have received their case and amp and they will contact them as soon as they can.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: submitted a claim on the 19/09 and was told I'd get a response within 20 days. Silence ever since. When will I hear from you?
agent: Hi Esther. We aim to respond within 20 days but it's taking longer right now due to our backlog. Sorry about this. We'll contact you ASAP.
user: I was told that it was up to 20 days because of the backlog so which is correct as I'm getting conflicting information.
agent: That was our aim but it's taking longer for some cases at the moment. You're welcome to discuss your case with an advisor sooner by calling.
user: When were you going to inform customers of this? If the 20 days has changed what can I now expect, an extra 2 days, weeks, months? ?? ?
agent: I will pass on your feedback on this. At the moment our Customer Support team are focusing on processing claims so we can complete and reply
user: So back to my original question - when can I expect a response? 'As soon as possible' isn't an acceptable time frame.
agent: I'd like to give you a time frame but I can't I'm afraid. We've received your case &amp; we will contact you as soon as we can. Apologies again.

### Response:
Customer is asking help to submitted a claim on the 19/09 and was said they will get a response within 20days. Agent updated that they have received their case and amp and they will contact them as soon as they can.