Poor service

I had an insurance claim that was approved however, I was informed to sign a form and as soon as the signed form was received, they will process the funds to my bank account within 2 to 3 working days. The signed form was submitted on Monday 24 October and nobody contacted me back to inform they received it nor did I receive the funds within 2 to 3 working days as mentioned. I sent an email on 27 October to the ladies who assessed my claim but no response. Please can someone get back to me