Still waiting for my phone

I took my Blackberry Z10 to exact for repair on 27/12/2014 because its screen was broken and I bought the phone at the store with my account and I also took the Insurance. I went to check it on 13/01/15 they said my phone is not ready, I went back again on the 02/02/15 still my phone was not ready, then I received an sms on the 15/02/15 saying that my phone cannot be fixed, then I went to the shop to check for my phone surprisingly my phone was not there. I went again on the 27/02/15 to check for my phone I was helped by Elsie she said they are still waiting for my phone and she send the repairs an email. Exact has inconvenience me because it has been 2 months now waiting for my phone and I fail to understand why must I struggle so much while I am paying insurance. How long must I wait for my phone and what is the point of paying insurance if my handset cannot be fixed or replaced. This is not fair at all