Poor service

My car was involved in a accident on the 15th of September and it was towed by budget insurance. I submitted my claim on the 17 of September until now, I haven't received a feedback from budget about the status of my claim, I called in on Tuesday the 02 of October and I was told the assessor was still busy with my claim and that I should wait for him to contact me. How long does one have to wait? When I moved to budget insurance I thought I made a good choice but I am starting to regret it. I was given a representative by the name of Noluthando who was supposed to update me on the progress until now nothing.