Over 3 weeks just for a device claim to be processed

I lodged a claim for a broken device, with Admyntec, for my MTN phone on the 22nd of November 2019. One the 23rd of November i received an email response with a Ticket ID, that i should use to follow my claim and was told i would be contacted within 48 hours. By the 27th of November i had heard nothing from the insurance provider so i called the call centre and spoke to Khutjo who advised that i would be contacted within 48 hours, as they were still awaiting feedback from the underwriters regarding my claim. Today is the 9th of December and i still have not heard a thing. I once again called the call centre and spoke to Joseph, who has once again advised that they are awaiting feedback from the underwriters and that i will need to wait for between 3 to 5 days for feedback. What feedback would take so long for a broken screen claim?? I am honestly inconvenienced by this, as we actually take up insurance to eliminate such in our lives. And there is not even an explanation to why my claim is taking so long to be processed.