My first claim was approved within 36 hours. The initial agent apparently was no longer available but someone had quickly picked up the trail.

But for my second claim, after the initial "please modify your Fully Flexible Rate to Advance Purchase Rate if you want the claim to qualify" email, which I did... I followed up 24 hours later, and still haven't received a reply 48 hours on. Not sure if their operations rules state that as long as there's an agent on the case, then no other agent is to touch it.