No response for more than a week after claiming

My phone was ****** on Thursday, 19 February. I phoned Indwe the next day (20 Feb) to put in a claim. I did not hear from them at all and on Wednesday, 25 February I phoned them again asking when I could expect a payment to replace my phone. The lady said that they could not do nothing for me on that day as everyone will be in meetings the entire day. On Friday, 27 February I still have not heard anything. Once again, I phoned to hear when I could expect a payment. The lady said that everyone will be in meetings for the day once again and that the previous day they could not do anything as they had load shedding - but load shedding does not go on for the entire day? After getting upset she said she would phone me by lunch time on the same day (Friday). By 14:30 I have not received any call and phoned again. The lady took our policy number and said that the claim was never registered. She sorted everything out and promised that I would receive the payment by Tuesday (today). I still have not received any payment. This is utterly unacceptable. Is it normal to wait 11 days for a payment? And what's even worse is that no one phoned me back as they said they would. I am not impressed!