Phone Replacement

I Sent my phone to telkom for repairs as i have insured it on the 3 October 2017 and they sent it to finrite insurance for repairs, and they told me to come back after 15 days, and at telkom they told me to call finrite. when i called finrite insurance they told me they're still waiting for correspondence from repairs department, and called them again they said my phone is beyond repairs, they won't be able to fix it, and they send me an email saying that i must pay R500-00 axcess fee, i paid that R500-00 on the 31 October to untill this day im still waiting for finrite to respond, and now i don't know what to do.