Cell phone repair

I have a problem with retrieving a policy number for my cell phone insurance. My phone (Nokia Lumia 625) was damaged and I booked it for repair on the 20 January 2015. Yesterday (4 February), I went to the store (Exact in Church street, Pretoria) but was told that the phone cannot be sent to technicians for repair because my policy was activated telephonically and the policy number is unknown and cannot be retrieved from the system. I've been told that a request has been sent to Tracy at the Cape Town Head Office and she has not yet responded via email. I'm not sure how long must I wait for her to respond and if she will even respond but I cannot wait any longer as I doubt there will ever be progress to this. To my disappointment, 7 days after rporting the matter, my phone is still stuck at the store. <br> <br>