Disappointment in Auto & General failure to deliver on service standards

Good day,

I had such high hopes when I joined Auto & general insurance. I've recently put in a claim. At first i wanted to do on their website but i was referred to downloading their App as it would be easier and quicker. Today it has been more then 72 hours and my claim still have not been resolved. I was advised (only after I followed up) that the claim was successful and that the particular service provider will contact me, hours have passed an still nothing.