Unacceptable 16 Days to resolve a basic claim!

A very unfortunate, freak accident resulted in a tile falling from the wall, this resulted in a shattered toilet. The claim was submitted on 24 May 2020, by 09 June 2020, 16 Days later the claim has yet to be finalised - FOR A TOILET!. Been without the use of a toilet for 16 days. This insurance company has sent me from pillar to post. 1 Email, 6 Phone calls and more than 2 hours on the phone and they can't resolve the claim! This means the Elderly couple will have to walk in the freezing cold to use a toilet. No straight answers! No resolution! Cant speak to the decision making officials.