Claim process taking way too long that promised

I submitted my claim late September, and on the 2nd October I got a message that my claim is being processed and will be finalised in 5-7 working days. Even today I haven't heard anything from them. Whenever I try to follow-up on the app I don't get any response. My phone has been with Device Doctor for a month now. Obviously they can't proceed with anything without the approval of Pineapple. I'm really disappointed cos the reason we have insurance is so that ahould something happened to your phone it gets sorted with as little inconvenience as possible. But that's not the case here. I am surprised because when I claimed before it was swift and quick. Now I'm honestly reconsidering my relationship with Pineapple, i think it has to come to an end. I'll look for better service elsewhere.