Poor Service from Finrite still waiting for claim to be processed after 3 weeks

Good day,

My girlfriend has lodged a claim on Monday 12/02/2018. We were then told to wait for usage report, we have been waiting for a usage report since the 12th of February calls were exchanged daily between my girlfriend and Finrite as well as myself. How long do we as a Paying Client have to wait for a usage report. Its been 3 weeks and yet we havent heard a word from your company. By looking at your Hellopeter this is your companies standard practice but surely not up to industry standard! I would appreciate if management could get involved and assist in escalating this! The reason we take insurance so we are not left stranded without a phone, not the case with Finrite! If nothing is done within the next few days i will contact the insurance ombudsman as well as my lawyer.