Telekom phone insurance and repairs

I had my cellphone taken in for repairs at Jabulani since I have my phone insured with Telekom I was told that it would take 14 work days so today being day 15 I went to the shop to inquire and I was told that the phone is still in the queue and that I would get a call to say what the access fee is when I get the call, in this day and error, and I still do not know when I will get my phone back