Useless phone insuarance

I have claimed for my ****** cellphone last week and it has been over 5 working days since and i still have not had any communication from Hollard. I visited Edgars today where i laid the claim and they also do not know the status of the claim. i use my phone for business and have been without a phone for over 5 weeks losing out on income. How difficult is it to process a phone claim though? we use phones each and everyday and i have to wait for 5 days to get a new phone? Useless