BAD SERVICE

I had reported my water damage phone on the 14/01/2016,i was told that the service provider will contact me to collect the phone from me for assessment. Today it is the 18/01/2016 no one have contacted me,this my day to day tool, this is very important for me.I don't know how long I should wait for discovery.Lulethu Jonga have send me an email today that she is waiting for assessment report from smartlab then she will revert to me,I still have the phone with me and no one from smartlab have contacted me.I am not to sure when is going to get the assessment report while the phone it is still with me.this is pathetic service from both Discovery insure and their service provider.