Cellphone claim taking long to Finalize

Cellphone claim taking close to 2weeks to Finalize, i logged this claim on the 9th, 10th i received a call for Incident details & 11th i was informed that Charn the assessor is appointed, she called and advised that she will send consent docs to be signed, which she didn't and only sent them over the weekend which means i only got them Monday, we signed and sent form Tuesday. i understand she couldn't get ahold of my partner last week to confirm details but this whole week he's been available and trying to reach her with no success and i tried myself, eventually today i ask her to call my Partner so we can finalize this claim. Now she's asking for more docs to be signed and confirm under oath(just to prolong a delayed claim already). we have submitted SAPS details already, blacklisting number & signed consent forms. This other information required close to 2weeks later is a bit unreasonable. Please let us know if this claim will be paid or not with reasons so we know if we should take further steps. I'm honestly over this process just on a cellphone claim.