Service and turn around for claims at miway insurance

I have lodged a claim for for cellphone damaged on the 22December and only received update after referring my complain. They only authorised Device doctor on the 28 December to assess the phone condition, on the 29 December the courier took the phone in the morng to device doctor. On the 31 December I phoned Sophy at device doctor and she indicated the phone have been assessed and report being sent to miway. Device doctor have not received any instruction to repair the phone even though they have sent report.