Unacceptable service

When I took out pet insurance I was assured that all claims will pay out within 48 - 72 hours. I lodged a claim on the 3rd February. Firstly I struggled as the email address on the claim form is not valid. I eventually got a claim nr on the app , also after a struggle. On the app its stated that a adviser will call me to finalise the claim. That however , as expected , did not happen. I had to call them to hear how far the claim is. On Monday I was told the the claim is sent to the relevent people , but since then I heard nothing and it's going for 96 hours. This is really unexpected and I demand answers. Outsurance is quick to take my money , but pathetic when it comes to paying out claims. The amount is R456 , which is a small amount. I don't want to think what will happen when the amount is a few thousand.