11 days - I am still waiting for my claim to be processed

I submitted a claim on 17th October. It is now the 28th - and I have still not been reimbursed and when I called yesterday - I was told my claim has not been processed and they will send it in again for me and it will take 3 days to process. Why is this? When I sent this in 11 days ago?? This is so extremely frustrating. You are quick enough to take off your monthly debit order - but very slow to process claims (if you bother to process them at all).