Awaiting authorization

I have a policy with 360-Plus/ liquid capital for my Audi A5 2012 model. The policy is paid in full and I do not owe them anything. Rite now I have been and still waiting for the past three weeks for them to approve the claim for my turbo to be replaced and it seems they are giving me the run around and dragging their feet just to make me suffer. Very ironic for them to ask for a discount from the dealer and when they don't get it, they decide to make me suffer by taking forever to approve my claim. I thought they had my best interest at heart as I am their client. This real bad service and I even wonder why they are still in business because obviously they are not interested in making their customers happy. I never asked for a discount when I bought this policy.