Delaying Claim

I submitted a claim against a policy that I have with FNB on the 17/03/15 via fax & e-mail from the FNB branch in Heidelberg, after which we phoned the claims department to confirm they have everything. On the 23/03/15 I phoned to follow up and was told they have no claim form. Again everything was sent and followed up with a phone call to confirm they have everything. A few days later I again phoned to follow up and was again told they do not have everything. Again everything was e-mailed with the original fax delivery report date stamped 17/03/15. I have been phoning for updates regularly and no one can give me anything other than \the assessor is on leave"\""she is back and will phone you today\"" \""she is not in the office but will phone you some time or other\"" The claim is suppose to take 14 working days to complete"