Poor service from C Surance

Disappointed by C Surance, as I submitted a claim for my lost cell phone. Called the call centre to find how and when would I be notified of my claim as I am not in possession of a phone at the moment, to my surprise I was informed that I should call in on Monday as management who decides on claim issues will not be working on Saturday. I do not understand this response as all documents have been submitted and they should rather indicate a clear way forward on the matter, so I can also respond accordingly since all relevant documents are in their possession. Very disappointing response and service especially since monthly premiums are paid without delay, but when claims are made, a clear response is missing.