Bad service - Truworths cellphone insurance

I have a Truworths cellphone insurance policy with Hollard. My I-Phone's screen cracked on 4 June this year, and I reported the incident at a Truworths branch on 5 June. A completed claim form was faxed from that branch to the administrator. I phoned on Monday 8 June to follow up, and my phone was then collected for repairs. I followed up today, 17 June, with the administrators regarding the status of my claim, as no-one has contacted me since the phone had been collected more than a week ago. I just received an e-mail after my call to advise me that I should pay a quotation fee of R210. No timelines or explanations of the status in the e-mail. I therefore assume that it took Hollard more than a week to assess that my phone's screen is cracked, and that the screen needs to be repaired. This is indeed terribly bad service.