Delay with Insurance Claim

I lodged a claim for my lost phone on the 12 January 2016. I was told the claim takes between 24 - 48 hours. I went back for feedback after 48 hours and the consultant at the Branch contacted the insurance department and was told it would be attended to. That was the 18th. We were given the same response until the Friday of the 22 January. I thought let me wait until Tuesday to give them more time. I am just from the shop now and was given the same response. The poor consultant tries to do everything to make me see that the fault is not on their side. I decided to call myself, as I am writing this report I have been holding for more than 45 minutes.