Cellphone claim

Its been 5 days since I claimed for a lost phone, still now I haven't received response from Finrite, and they are saying that the turnaround time process for claims is 48 hours. I did explain to them that my work requires myself to approve authentication App on my cellphone in order for me to log in and work. Its been 3 days without working because I do not have a smart phone. They don't even consider that my job is important to me, as I pay bills and maintain my children with that salary.