unfulfulment of an agreement

I was involved in a car accident on Wednesday ( 4th of March 2015). I then called standard bank insurance to report and process a claim. I was told that a consultant will be assigned to my case and will receive a call within 2hrs to proceed with the claim. It is now Saturday( 7th March 2015) and no one from Standard bank insurance has called me with regards to my query. I am extremely furious to think that I have never missed or delayed any of my monthly installments I fail to understand why standard bank insurance department feel like the need to delay something of such an importance and urgency.