Cell phone claims are not processed and they don't care how it affects you

I lost my phone and claimed from the TFG insurance that I pay for every month without any fail. When I submitted my claim at a Hi store at Maponya Mall, I was told that my claim would be processed with 2 to 3 working days. I submitted a claim on the 25th of February with all the required documentation. I haven't even received a reference number and an acknowledgment SMS that my claim was received and is being processed. I have been a very loyal customer making sure that my premiums are paid every month and when I submit a claim it is not processed. I need this claim to be processed I cant survive without my phone, I commute to various clients and its difficult without my phone. PROCESS MY CLAIM!!!!!!!!!!!!!!