Insurance Claim

I reported a ******/lost mobile at Telkom Mobile store in Cresta on the 26/09/2017. I was given a Telkom insurance email address, to email the police affidavit. I emailed the affidavit on the 26/092017 and The Call Centre Agent- Terry-ann Thompson loaded a claim on the 28/09/2017 and I was requested to provide a case number. after providing a case number I did a follow-up its when I was told that they are waiting for a billing report from Telkom direct. What I need to find out is that, how long do I have to wait to get a positive answer. when will I receive a new phone. I am a paying customer. I was told that I must contact the customer service but I do not have a phone I am communicating with emails. please assist.