Non-existing Service

Avbob says they will send you an SMS after your claim has been submitted. Unfortunately they don't. I have submitted a claim on Wednesday at their Jackal Creek branch and have not received any correspondence. They say the claim will be paid within 48 hours, well this also didn't happen, So is it false advertising, poor service or both? We already have so many things to worry about and now they place extra strain on us but not processing the claim.