poor/slow ****** service

I took my cellfone in for repairs @ Markhams jabulani mall last week of October because it has a cracked screen so I took it in cause I have insurance that I took out with the fone. I have not received anyfeed back since so I decided to contact them today on: ********** 266 ,they could not trace the phone,they contacted Markhams jabulani for a waybill number and I was advised that my fone has not yet been attended to like what the ****.how can I pay insurance monthly then it has to take 2-3months for my fone to be repaired.either someone is not doing theyre properly or they donot wanna do what they are getting paid to do. I need that fone repaired and returned by the 24th Dec 2018