Claim pending

I went to do a claim on my Group schemes education policy on the 25/09/2015, reference no: CE921849. Today when i called the number : ***, I spoke to Thabo, who told me that they are still waiting for a calculation from the branch which has been pending since last Thursday. When they receive it, it will be sent to them for payment. I asked him how long does pricing take, he said it's supposed to be 2 days. I asked for the branch number, he refused to give me and emphasized that I'm supposed to go to the branch, as they don't answer calls. The problem is that i will not be able to go that side anytime soon. And I do not understand why such a horrible service. I urgently need the money!