Take long to finish my claim

On the 08/03/2023 I submitted a claim of my ****** cellphone. On the 10/03/2023 I called the insurer to check if they received my claim, they said ITC reference is missing and I sent it to them. On the 16/03/2023 I called the in morning they told me that they system is down and I tried them again they confirmed that itc is received , I will received the feedback 24 to 48 hours. Up to today the 22/03/2023 feedback is not yet received. I called them they said they will send an email to fill in the itc reference but the day I submitted the claim the itc reference was the.