Citibank — unable to track the utr number

I have paid bajaj allianz insurance through citi services and got confirmation from bajaj that neft transaction made on 25th januray'19 and the amount yet to be transferred to my citi account. What's the procedure to check the status o[censored]tr shared by bajaj allianz? Is there any maximum timeline to get the amount from the time the neft initiated? When i spoke with bajaj, they were unable to share the status and told me to raise a complaint to citi.. I am really upset with the service provided by both citi and bajaj.. Could somebody please help here?