paid excess but zero correspondence on claim!

WAs impressed a bit after they responded to my call and i managed to file a claim properly and even got a reference number but now i have been kept in the dark with regards to my phone. I already paid the excess fee after they requested it to process the claim asap but silence after that. correspondence would make things so much easier yet they choose to just go silent and keep you in the dark. definitely dont recommend them to anyone. I dont know if i must collect the phone from telkom, or they'll deliver it etc i am just clueless.