Incredibly slow turnaround times on claims and poor communication

I took out cellphone insurance with MTN in 2017 and at the time I only chose them even though they were more expensive because of the 48hr turnaround time on claims. I lost my phone on the 28th of January and when I called them on the 30th I was surprised to know that the turnaround time is now 7 to 14 days and I cannot pick up the device from the store, they now deliver which is why it takes so long (very inconvenient since I travel for work during the week and am only home To accept delivery on weekends). I sent all my documentation on the morning of the 31st but when I followed up on the 6th I was told that my claim had not even been sent to the underwriters. I don’t understand why they do not communicate changes in their processes to paying customers and are quick to debit your account but slow to pay out.