Insurance delays Cell phone repair

Good day. My name is Khanyisile Sibiya and the Markhams account holders' name is Sarah Sibiya my mother. I took my phone to be repaired by an insurance which my mother has been paying for 2 years. My phone fell and the screen got some cracks and the power button stopped working. I took it to Markhams where I bought it and I was told it was going to go straight to where it will be repaired. I was initially told it was going to take three weeks to repair. I took the phone there on the third week of November and to date I have not received it. They never called to inform me about the phone and whether or not it is fixed and what the delay was about. I called them several times and they said they will call me back but they did not. I had to call them again and that's when they took me serious. They called me and informed me that my phone is waiting for approval. I did not understand that because I was never told about \approvals". I was told that my phone was going to be repaired. Worst case scenario is that it wouldn't be approved and that means I wasted six weeks for nothing as they are going to return it to me still not repaired. """