Extensive Turn Around Time

My phone has been booked for repairs and three days later I'm told by Finrite consultants that the handset has not yet been received but when I call Telkom they tell me that the phone has been collected/couriered. Furthermore, I am told the turn around time is 21 days by Telkom and "less than two weeks" by Finite. Which is it? Either way I do not receive a device in the interim. So I will be without a phone for a more than month by the looks of things. That completely defeats the point of having insurance if this is what I have to go through. This is has been the most inconvenient experience. Yesterday I was on the line for 30 minutes waiting to speak to a supervisor which never happened. I called again today only to be told the line manager is in a meeting and they don't know when they will be done. This is absolutely pathetic service! When I called three days for the 4th time since the phone was booked in at a Telkom store, the consultant tells me that she JUST recorded the claim on her side. Had nothing been recorded in the past 3 business days even though I had sent countless emails?