claming/ cancellation

I submitted a claim form last week Monday at the the edenvale branch, but till today I haven't received anything, but with the first claim since I have twins I received a confirmation sms regarding my application, after 2 days I got the money that i claimed, so now I don't understand why I have to wait this long cause I was advised that I will only get my money next week the 13th which is no fair, mostly with the insurance company the turn up time the longest is 48hours and I thought with the bank it's easy to claim but compare to the insurance company this is the worst, I wonder if with all the policies that I have with Nedbank it will take this long, cause if its the case we have a problem all the tell you They are experiencing high volume. If it was that case once they receive a claim they should process it there and if they have all the document what are they still waiting for.