Takes to long to receive feedback for a claim

You guys are have a very poor service. I logged my claim on Monday morningvia email, with claim form, and copy of ID. I called in the afternoon of that day your people told me that we are missing an ID copy and they contacted us(which they did not), I told the lady that the ID was attached, she looked and found it, told me she's attaching it and writing a note. Called again Tuesday morning, they said they're still waiting for the ID, told them it's there and the note was written, then magically she saw it, told me she is sending it to the supervisor for approval. Waited the feedback, it never came. Had to call again, then only then, around 16:00 they sent it to MTN for usage verification. It's been 3 days since I logged the claim and I have to call you guys everytime to get feedback, why? It is so annoying.

Do you guys understand the frustration of not having a mobile device for 3 days? Next step will be sending a courier company to pick the phone up for assessment, which will be another 3 days meaning I will have to stay for more than a week without a phone, which will then defeat the whole purpose of having insurance if I can not get help asap.

Please assist with this urgently, and provide feedback with due diligence.