Appaling and disappointed

My sister submitted her claims forms on the morning of the 22nd April 2016. The automatic reply from the FNB Insurance brokers states that the turn around time is 2 days. Today its the 3rd of May 2016, granted we had public holidays in between but she's received no communication stating why the process is taking long, whether or not there's some documents missing. She doesn't have a claim number. Honestly, the service that she's receiving is appalling and unacceptable as I referred her to insure with FNB based on my prior experience with them. She don't even have a courtesy car to go to work or run any of her errands, she has to rely on public transport again and yet every single month she pays for insurance that should cater to all the inconvenience that an accident causes. I am appalled and disappointed at the current service that she is receiving because it is truly frustrating. We've been calling FNB Insurance Brokers for the past week and a half and the phone was rings and rings with no one answering. Your lousy apologies regarding the inconvenience caused by your service is not accepted. I mean she pays for the service and quite frankly it doesn't come cheap.