Claim not being processed over 48h

Good day

Policy nr: ********** ********** - I've logged a claim on Friday 8th March 2019 with Surprise Mmampane at your branch in Pretoria (Pretorius Street). Yesterday the 12th March 2019 I called her to follow up with my claim and according to her it was send to the claims department for assessment. But when I called your call centre (Spoke to Bongani ) they couldn't pick up that anything was wrong with the claim and it should have been paid out. According to Metropolitan turn-arount time is 48hr. And it's more then 48hrs. I called the call centre today again and spoke to Seriletse (Not sure of the spelling)said the claim was only processed only Monday 11 March 2019. So do I need to wait another 48hr or what.