Damaged during shipment- How long?

[Deertick]

EDIT: LOL I just got an email saying Fedex is picking it up tomorrow and I am being refunded. I know this post did nothing toward that end, but it is pretty ironic that the end of my patience and satisfactory resolution have a similar timeframe.

I won an item (large framed, glassed print) in an auction last month. It was well packed, but apparently was dropped and took a direct hit on one corner. Upon opening, I found that the frame was chipped and the corners dislodged, and the glass shattered. Also there is an indentation on the print from where the glass made contact.

I reported it immediately to the auction house, and sent pictures. Several emails and one call later, it still hasn't been resolved. It has been over 3 weeks since it was delivered. They are saying it is "under review with fedex". What is the standard process for something like this? If I'm not mistaken, isn't the insurance for the shipper? How long do I have to wait for a resolution while my money is tied up?

AARRRRGGGH!