Taking very long time when it comes to claims

I submitted a claim on the 04/05/15 for the travelling bag that I lost on the 03/05/15 on my way to be airport, I was told to go to police station to report the matter and bring the documentation I did that and submit it on the 05/05/15 the consultant acknowledged the receipt of my documentation by email on the 05/05/2015 saying I will get the feedback regarding my claim before the end of the business day on the 08/05/15,he phoned me on the 07/05/15 and requested me to resend my documentation again saying they could not open it due to their IT problems, I re sent it again to him he confirmed that he has received again, but on Friday I did not get any feedback on whats going on. Im very concern of the time they take to process just a petty claim of +- R5000, to me that means they are not reliable at all how much more if this was a huge claim and I was relying on them to help me, I haven't heard from them