excess paid, still no phone

I was hijacked on the 27th of September and reported it to Telkom as my phone was insured. I submitted all documents which was requested of me (police affidavit, IMEI number of the phone, proof of payment of excess). on the 21st of October the proof of payment was sent. Ever since the POP was sent, no contact has been made. I am always the one following up. They keep saying they are waiting for way-bill number. I need feedback as to what is going on and when I will get my phone. This is unacceptable especially when no one is communicating.