Telkom insurance has my phone for more than 15 working days.

I took a Contract phone in July a P40lite, unfortunately it fell and cracked the screen I took it to Telkom as ihad an Insurance with them, they said the phone will take 15 working days to be ready but now it's more than a month. The Insurance called me, saying imust pay the Access fee of R1200 itold them iwont be able to pay that kind of a money while I'm paying the phone plus insurance. They must bring back the phone without being repaired. It was the 15th of October when they called me, and they told me the phone Will be back @Canal walk within 3days.. Until today I haven't received any feedback from them. I tried calling them but they just put me onhold.. What frustrate me the most is to pay for the phone that I'm not even using..