Am still waiting

i lost my phone last week so as am paying for insurance I put a claim on Friday they told me to pay an access fee in absa bank which I did and emailed Beatrice the proof ,I sent emails to check if she received it but never responded to my mails,monday again when she see that I cc one of her collegues she then responded that waiting time is 24 hours so now its more than that because I sent the receipt on Friday and still nothing please someone look into this matter and give me feedback on whats going on with my claim as this is inconveniencing me I need a phone