Hi Gina,
I am having the same experience. After a family of boys trashed my house, I was unable to get a contractor within the time frame for submitting a claim, so I had no estimate for the repair that I could submit.
I contacted Airbnb and was told over the phone that I could submit the claim once I had the paperwork. I was told I had nothing to worry about.
Now they are giving me the runaround. I have heard from SEVEN different representatives, opening the conversation as if I have not explained the issue in writing. I explain and then it's back to square one. I have wondered if these are actually AI bots.
Anyway, they are no help at all, are wasting my time and, I think, being deliberately infuriating so I'll give up asking for the support that they promised.