Insurance claim disatisafaction

On the 3rd of November I feel very sick, collapsed and unknown by standers took my phone when I collapsed as I was waiting for a friend to take me to the hospital. I admitted at Clinix Botshelong that day and got discharged to recover at home. My friend only gave me my bag but says he did not see any cellphone which I can safely assume that one of the people I collapsed infront of took it. On the 4th I was taken to the police station by a family member to report the phone, got it blacklisted and my prepaid Telkom sim card that was in the insured phone. The IT for the blacklisted Telkom Sim is ***. My insured MTN sim card was in one of my small old phones. The Iphone XR 64 GB was reported, got a case number and also submitted all the documents required including my Doctors admission documents as proof of what happened that day. Every time I call to make a follow up on my claim I'm being told about "turn aroubd times", to call the next day and the next day still same response. I wanted to know what exactly is the turn around time? I'm in a fragile state currently, still ill and this is frustrating because I call daily to do follow ups. I do understand that there are processess to be followed which I respect greatly with utmost humility but I am not happy with the responses I am getting from the consultants I have been getting. My Ticket number is 716237. I just need clarity because I'm honestly frustrated and not physically well. Thank you.