bad service really

I am confused as I put in my claim 7 days working business day and did not get any feed back from the institution besides the one that says your claim will be look into with in 7 working day , but when I called I am now being informed that the claim takes up to 10 weeks to be process , how is it possible , when they don't even communicate whether what you submitted is correct or completed , this is bad service at its best really