Pay claims in time at least 48hours

Metropolitan has a tendency of not paying claims in time. I have claimed cash back on the 26/03, the receipt of documentation was acknowledged via email. To my dismay when I called this morning to check the progress the attendant Bongani told me that they haven't received my claim. Therefore I have to re- submit which is going to take another 5 working days. This is a real inconvenience. Why do you even have to wait for clients to claim, other than just depositing the money when due. I have also been to Mafikeng branch and was not assisted due to load shading. Please assist.