Delayed and bad claims communication

I lodged a claim for my cellphone on the 5th November. All i get is your claim is under review by the broker Worldwide Advisory Services and the underwriter is Old mutual. I don't know what that means and like most people my cellphone is an important part of my livelihood as i use it for work purposes. I pay my insurance on time with no hassles and i expect the same in return when it comes to my claim process, no hassles!