Not sure if Outsurance knows TCF principles

It’s been 3 weeks since I logged a complaint regarding a claim I requested a call of when I took out insurance for my home contents and specified my wedding ring and my husband’s wedding ring my husband was ****** 3 to 4 weeks ago when he registered a claim he was told that his ring was not specified and I did specify the rings and watches I’ve been working with insurance for years and I know all the insurance perils and different categories the claim handler promised to send me the recording within 48 hrs but it’s 3 weeks later and I’m still waiting.I want to know how much longer should I wait for the recording because I know very well that I did specify the rings or is Outsurance still trying to edit my call with the sales agent? Is this how you do business by not getting back to your clients claim number *** please send me the call record keeping requirement as per FAIS is five years and I’m certain that it’s not 5 years yet