insurance

hi to start with i have bot my sony experia c3 about a year and a few months back i also took the insurance that they have offered . i saw that my cell phone had cracked at the back of it due to the phone had fell now the phones cover cant be removed so i can't change the cover so i took the phone back to edgars so that they could replace the cover , the lady that held me had said that it would take 2 weeks . i waited for the 2 weeks to pass and went back to follow up and the lady rep**** that it is still being assessed and that it would take another few days , now if a phone cover takes almost a month to be replaced how long does it take to repair a broken cell phone??? , i need to use my phone