Claims not being processed

Sent in my claim on the 06-10-17 and spoke to pamela and thandiwe claim nr ********** 1 keep calling and keep getting placed on hold, when i finally got through i was told that my claim was sent to the claims handler who is Fabian who told that my claim only got acknowledged on the 17th of October and that an accessor takes 3 to 5 working days... Which is unacceptable because it has been 3weeks and i have not heard anything them.