Bad service- Telkom Insurance (wwas)

Telkom insurance (WWAS) #*** I paid access fee 5-6 weeks ago for my phone to be repaired, always when i contact them to check the progress of my device they tell me the same story "Your phone is with a technician" i got tired of always calling them and decided to send them an email 7 days ago, i received the same response and promised to revert back to me, till date no feedback provided to me. i pay more than R500 for insurance and yet they treat their clients bad as if their services come free. i mean what is their turnaround time to get stuff fixed? Why are they not communicating with their clients? Telkom should do something with their insurance i pay R1900 to Telkom on a monthly basis and that's a lot of money to receive such treatment. i want my phone back.