Expensive Totem bag ******

took my child's expensive Totem school bag in to repair zip at Capegate. They send it to their headoffice in Woodstock and they said with in 2 weeks we wil get an quote. 2 weeks came and went and eventually we phoned them. They said they had a break in. Why did they not phone us straight away when it happened. Eventually they sent me a form to fill in for their insurance to pay out. Form was filled in and sent away to them and we did not hear any further. When will they pay out??