Its two weeks since I lodged my claim

Two weeks has passed since I submitted my claim form I was told the process takes up to 10 days. However, that has past. I phoned mtn sp insurance call centre more than five times, last week Wednesday when I phoned I was told there is some technical problems even today Tuesday when I phoned I was told the same reason. I think for a big company like MTN there is no way you can have a technical problem for more than 7 days without technicians resolving that problem taken into account MTN is an IT driven company. Its unfair to us customers paying their bills on time and being treated like this I mean its more than 15 calendar days since I submitted my claim and I don't get any response.