Lack of communication and customer service

I submitted a claim 2 weeks ago, they say their claiming processing takes 7 to 10 working days, however when I called the consultant said she can't see my claim submission. I asked her how is that possible when it was sent to the correct email address. She put me on hold, then she came back and said she spoke to her team leader who told her that there's been a system issue regarding claims. That's BS.