Bad service

I made a claim for my memorial benefit on the 29th of September already and no one bothered to acknowledge my claim until i made a follow up to be advised it takes 7 to 10 working days, i called again and was told it takes 7 to 14 working days. When i called again today i spoke to Sharlene who advised that someone will call me back before 1pm to provide feedback but no one called me, can someone just tell me why there's a delay on my claim