insurance claim - waiting a week just to process

Submitted a claim on 11th of Jan 2015, for broken fridge, DVD and security alarm. Every time I call Mutual and Federal state that they still waiting for someone to come and evaluate my claim (I think they mean to check if I'm not lying). this going now for a week and a half. what is going on - I have to keep my food cold - I have to store my food and my mothers house - I pay on time, but claim is not on time - so much for good advertising where every body is smile ( I did not get the same service they promise).