Irate customer

Firstly I am disappointed by Telkom mobiles' service. Unfortunately my phone broke i then went to Telkom cresta directly to book my phone in for repairs as I have phone insurance with Telkom directly, after confirming with consultant that my insurance is with Telkom he then referred to Samsung directly to fix the phone this was on the 25/07/2017. I then contacted Telkom insurance on the 26/07/2017 and 27/07/2017 after receiving a quote from Samsung, they then advised me that they only deal with claims internal and the phone needed to be booked in at Telkom mobile directly. I then went back to Samsung which I had to pay R200.00 to release the phone in order to take it back to Telkom for them to book the phone in. After waiting over an hour at the Telkom in cresta the eventually booked the phone in. I the contacted the insurance the 10/08/2017 and 11/08/2017 regarding the progress of the claim. the agents advised me on both occasions that they are awaiting a quote and I will receive feedback on the 14/08/2017 with an excess fee. with no feedback I once again contacted the insurance company yesterday the 15/08/2017 for a follow up regarding the claim and the agent once again advised me that they are awaiting a quote from the repair centre. I then asked the agent for a turn around time and when I would receive feedback he said by the end of business of the 15/08/2017 as these things take time. once again no feedback has been received this is heading for the second week in repair and no one can provide me feedback or contact me regarding the claim. this has been going since the 25/07/2017, if I was not wrongly informed by the consultant in the beginning this could have been handled differently. Please assist as I am slowly losing my patience with these guys.