4 month for a cellphone insurance claim

On the 15th of October 2017 I submitted a cellphone claim with Edgars and even today on the 6th of February 2018 I'm still waiting for the claim to be processed and I was told it takes a week to get the claim, they want me to wait for my cell phone claim worth R7000 for 4 months but they can't wait for a month to call and tell me that my account is behind..