hollard life a big no no

a claim was lodged and documentation submitted by the 5th of February 2018. I called in to make sure all documentation was received and in order. it was confirmed and was told the waiting time to finalise a claim was 7-14 working days. I have called in probably about 50 times to date and calls range from between 7 to 15minutes of my personal airtime to speak to a consultant reguarding the status of my claim. i was told daily that it has been escalated . finally after 21 days they decided to lodge a complaint from my side. I was then told by the consultant on the 1st of March that some one will be in contact with me to resolve the issue between 24 to 48 hours. today is the 6th march and no one has made contact with me. I called in today and was told I'l have to wait another 7 to 14 working days. is this acceptable....