Unacceptable service

Over a week ago I sent in a claim for my laptop that had gotten liquid damage. After a few days I sent an email requesting the status of my claim and was sent through an email stating that once it has been registered I will receive a claim number. Now it has been over a week and when I phoned I was greeted by someone who informed me that I would most probably receive my claim number by the end of the week. Then when I asked to speak to a supervisor, she did not allow me, but said that I should sent an email. This is my work and study laptop and it is unacceptable that after paying thousands for my travel insurance I have to wait this long to receive a claim number, not even to mention actually receiving the claim to replace my laptop that is used for my work and study. I just hope this is resolved quickly