Pet insurance claims process is too slow

Hi, I submitted a claim on the app on Saturday the 7th, and it’s been 4 days and I still have not even heard back from my claims advisor. I tried calling her but I spoke to some Vincent as she was not available and he could not give me a time as to when she will become available. Why was my claim given to someone who is not currently at work ? The last time I submitted a claim on my pet insurance I waited 14 working days for it to even be attended too and they assured me that this was an isolated incident and my next claim would be dealt with much quicker. But it appears to be a pattern from OUTsurance and it very disappointing! Considering leaving them for real this time cause I am tired of empty promises!