How long can they take

I lost my phone<br> Contacted Finrite to find out that my phone was never captured on system, Natasha Carr sorted this out and mailed me the claim form. <br> Now a weak after they send the claim for assessment there is still no feedback, Natasha is the only person that's gotten back to me in the whole company. They say that another sim was used in my phone, obviously somebody picked it up and swopped sim cards, how can it take a weak to figure that out<br> I am shocked that CellC actually recommend this company as insurers<br> <br> Any feedback would be appreciated as I am on the brink of calling the ombudsman.<br> <br>