48hrs Later Still no Feedback

I took my damaged phone in for repairs. I was as advised to complete an insurance claim as the phone appeared damaged and was informed that it would take between 24 to 48 hrs for the claim to be approved by the insurer. On Tuesday I contacted the insurance provider to confirm if they had received any claim, they informed they had not, upon which they contacted the branch . The lady informed that she had spoken to a person by the name or Arno, who informed her they had no record of any phone being submitted. I then returned to the branch and asked what was happening, only to find out that the phone was indeed logged, but now had to go to Jhb to be assessed first. The insurer is still yet to receive any notification that there is indeed a claim. all this while I am sitting without a phone and loosing business.