No movement on repair status

I booked my handset in for repairs (cracked screen) and it was sent to the ARC in JHB. A quote was generated for the repair. As the phone is under insurance, the ARC need to submit the quote to Vodacom Insurance for approval. However there has been no movement on the repair. The Insurance team tell me that they haven't received the documentation, and the repairs centre (when I manage to get through to them) just say that they will put a note that it needs to be sent to Vodacom Insurance. It seems to have fallen into a black hole. Please can someone actually get this sorted - it's been two weeks now and the phone hasn't even been worked on!