12 Days after a claim Submitted still nothing

i submitted a claim on the 24th of October and It's now the 5th of November and I have not settled my claim. Mr Vukosi Bamuza handled my claim and he said it would be sorted by Friday the 27th October. A week later I try to call him and email him to find out what is taking so long.. I can't get hold of him. So I call Miway and they said I will be helped the same day on Friday. I never got a call or an email. How can this be right? You choose Miway because they look and sound good and car service places recommend them. But this utter poor service and I think I should look for another insurance company that won't take 12 days to settle a claim. No matter how small or big the claim is.