I submitted a claim in the 21st of October 2024 for my ceiling that fell during the storm

I submitted a claim in the 21st of October 2024 for my ceiling that fell during the storm. I was told that they take 3-5 working days to conclude a claim. The following week Monday still nothing, i kept on calling and i was told i must wait for the manager to give me a call. The manager told me that they need more information drom the assessor. Three weeks down the line my claim is still not concluded.