Poor service and unreasonable delay of payment odd and claim

On 8th August 2022 submitted a for a lost phone to mtn and the policy is underwritten by Guardrisk. According policy schedule the claim is payable within 24 hours of receipt of all necessary documents. Today is the 16th of August 2022 and the claim has been paid despite submitting all necessary documents on the 8th.Mtn states that the delay is with Guardrisk and whenever I call them the phone is either dropped or I get transferred from one person to another. The service I am getting is disgusting and we all know the inconvenience of not having a phone.