Phone repair nightmare

I took my phone in to the Westgate repair centre for repairs last Monday and was told I would be contacted 24 to 48 hours later as soon as a claim is launched with the insurance. After no contact for a week, I called the repair centre to no avail as the phone number listed on the receipt says it does not exist when you call it. After googling the number via the Westgate website, the call was not answered for two days, when it was eventually answered on Wednesday, after 5 calls, the gentlemen said he could not help and gave me another number for the repairs section and the number given was invalid. I called back and the lady that answerered advised me that the a claim has been lodged and I should expect a call with 24 to 48 hours. When there was no communication I called the repair centre again where I was told the same answer, when I quiried this, and the lady told me to call a ********** number that I called and held for 30 minutes on before it was put down. I then googled the insurance process and found the online tracking process that showed that a claim is on step 1 ( claim lauched). This does not help me as 11 days later I still do not know what the status of the repair is. I use my phone for business and was assured at booking that the repair process will take 7 - 14 days. Someone please help!!!