Disappointed

i am very disappointed at Loom service provider Phonetradr that fixes phones, i sent through my claim for a broken screen and it was approved within a day and they collected my phone for repairs on the 23/10/2020 i am still waiting for my phone even now 18/11/2020 when i contacted Loom to check how long it takes for a phone to be Fixed they said i must speak to the service provider fixing the phone not them. I took insurance with Loom and i am paying Loom so i expect them to get my phone fixed ASAP not refer me to someone else