Telkom cellphone insurance/adminplus insurance

I been trying to claim for phone insurance with Adminplus/Telkom insurance for 2 weeks now.I have submit my claim online and sent email as well.I was recently contacted by Ethel-Jean Pekeur and all she is being saying is "we are in the process of verifying your claim details" but how long does this process take. This process is really frustration as this matter is taking for even to be resolved