Duration of I-phone Repairs

My phone was collected for repairs over 3 weeks, when I called Mtn Insurance to check on how far my repairs was last week was notified that my phone had not been touched because my FInd me was not switched off which was strange to me because before my phone was collected, I was asked for my Username and password for settings to be disabled during time of Repairs. What I don't understand is had I not called in to find out how far along my was does this mean nothing still would have not happened? To top it all off once I called in last week my username details and password were found and they were able to switch it off.<br> My question now is am I going to wait another 3 to weeks for anything to happen to my phone?