CANT GET A QUOTE SENT THROUGH TO ME

I recently sent my phone in for a quote as it was damaged. It took two weeks before they sent through they recieved the phone another week to say what the repairs will cost and now i have struggled for a week toe get a quote sent through to me as i need it for my insurance. I phoned them and they said i will recieve the quote in a day,three days later nothing, email them and they say a request for quote has been logged and still nothing, and i am not going to phone everytime and wait 30 to 45min. Now they want me to pay R330 to get my phone back as the quote was rejected... I never got the quote in black on white... So how can i decide.