Highly disappointed

I am quiet disappointed with miway lack of urgency, after being a client with them over 12 years and not claiming. The first time I am claiming for a lost cellphone, they are dragging their feet. I have not have a phone since the 19/08/2023. I called in this morning and spoke to Phumzile Phatlane who advised that the person assigned to my claim was on the call. She then copied me on the email to him to tell him I had called in for feedback. THis was at 09:37, it is 13:25 now and I have not heard anything. I need this resolved ASAP. My claim number is C***