where's my phone ???

I purchased a cellphone at Game store Wonderpark where I also purchased cellphone insurance. My cellphone was ****** and I faxed all documents which included the proof of payment (10% of phone price) to the insurer. I then called the call centre where they said I should receive a text msg followed by a package. Its been over 72 hours since I called in the call centre and sent all documents. HOW MUCH LONGER SHOULD I WAIT????