HOW LONG DOES IT TAKE TO REPAIR A SCREEN

I submitted a claim on the 26 of October and paid the excess fee on the 28th of October, i was told to wait 21 working days to get back my phone, whenever i call the finrite offices i am told to hold and then they hangup on me. i called on the 4th of december and i was told that they received the the excess fee and i should get a call on monday the 7th, till this day i have not received any call and when i call finrite i am told to hold and they hangup again. i checked online and everyone is complaining about Telkom Insurance.