Dissappointed by the service

I am so dissappointed with Oakhurst I was told that the claim process is 5 days I sent through my claim on the 12th after the Incident which happened on the 10th my son had an epileptic attack which he lost his laptop and damaged his cellphone. Due to this he is now taking my laptop to campus and I am unable to work. I was contacted by a very pleasant person to register the claim but since then I am unable to contact the departments as nobody responds to emails. After sending the same email 5 times I finally decided to make a call, I was then told its gone for verification and there is a turn around time which had not been confirmed with me yet as to how long. Why are they giving false promises that it takes 5 working days when this is not the case.