3 weeks still waiting for insurance to process the

on Monday 06 July 2015, i went to the mtn store to lodge a claim for insurance, the lady who was helping me said it will take 5 days for them to respond , i waited on monday i went back for the update , the lady who did the claim referred me to another consultant said she is busy, that lady told me she cant get hold of insurance , she will send an email. on wednesday i had to be the one calling her for feedback , she told me they still have not responded to her email and i should be patient, but how how long is it going to be before i get help? yesterday 20 July 2015 i went back i was told the same story that they can not get through to insurance