Samsung Smartcare Centre not Smart or Caring

I took my Samsung S3 cellphone in to the Samsung Smartcare Centre in Century City on 19 February for a quote and damage report for insurance purposes and have been trying to call since, but either there is never an answer or the call is dropped. On Friday 26 February I was informed that the report should be available by the following Monday, but I have received nothing yet. I need to claim for this repair from my insurance and cannot do so without the damage report and quote. Reference number is CS-***