Dragging Feet

On the 20th August 2017 around 17:50PM , I was pick pocketed in Joburg CBD. I was on my way to night shift (work), but I found the nearest person to help me in calling the Telkom call centre & having my phone blacklisted immediately. I was told to wait for the ITC Reference number & then go to the police station to open a case. I waited, however, I had to do the following up. Then only did I receive an SMS. Now the matter was "sent through" to Telkom Insurance on Tuesday the 22nd August 2017 and was told to wait 24hrs for an email response from the insurance. I called the insurance on Thursday & they had not received the email from the Telkom branch. I then sent the documents (Affidavit & I.D copy) on Friday morning, to the insurance. I was then told of the 48-72hrs turn around time. I decided to call the insurance for another follow up, just before 5pm and I was told the same story : "Our turn around time mam, is 48-72hrs". How am I told this at the end of business on Wednsday (being 72hrs or close to it). I just need to know when exactly am I supposed to expect a new phone from Telkom?