Horrible customer service

I have had insurance with Telkom on my Iphone X for more that 1 and a half years. In October my phone fell and the screen cracked. Afterwards on the 3rd October I submitted it to Telkom Centurion Mall for repairs. I received a message on the 5th November confirming receipt of my phone by the repairers. Afterwards there has been no correspondence to date and no one seems to know how soon I will get my phone