Too lazy to do their work

<p>I took out some ABSA insurance trading as Europe assistance. I submitted a claim with them 1 month ago. When I was contacting them via email I got the same response everytime that" they have 7-21 working days to process the claim." When the 21 days was almost over I decided to phone them and find out what is going on with my claim only to find out that the person who my file was assigned to is still sick (worst excuse ever) and they will try to assign it to a new person. Then at day 20 I got an email to say they are waiting for the documents from ABSA that stated the amount I was covered for, I them emailed it to them to save some time as they are supposed to have everything on record when they put in my ID number on their system. Now at 21 days later, they are still waiting for the process to be completed. I don't think it is fair to me as a customer to say they have 7-21 days to process a claim and when their time is up they still haven't worked on my claim en now can't give me a time frame of how long it is going to take to complete the claim. </p>