Contract and insured Phone that is not being Fix for months

my brother has a contract with telkom and insurance so the phone fell of the balcony and he booked the phone in in May.So three month after that they said they didnt evens looked at the phone because there was no active telkom sim in the phone. There was no sim in cause telkom forgot to give him the sim when he took out the phone. So they gave it back and gave a sim so he booked it in again. Now they say they not going to fix the phone and its September now. They took 5 months just to say they not going to fix the phone. This is really right honestly and im personally cause 1st off all it took months just to let my brother know they not fixing it and it wasnt evens a human error.