They don't want to accept my mechanical breakdown warranty claim due to an error from their employee

I have been struggling to get assistance with my mechanical breakdown warranty claim, first they told me that the employee that onboarded me made a mistake and sold me the wrong mechanical breakdown warranty policy. They refused to accept my claim due to an error that was made by their own employee. After a lot of back and forth, I eventually complained on Hellopeter, one of their case managers contacted me and advised me to take the vehicle to the workshop for a report. I took my vehicle to a RMI approved Jeep specialists on Friday the 16/10/2020, on 19/10/2020 they sent me a comprehensive report, quote and photos of the parts that are damaged and need to be replaced. i forwarded the email to the insurer and never got any feedback or acknowledgment of receipt. on 21/10/2020 I called the claims department and they told me they never received any claim and that the mechanics should be the one to call and log a claim on my behalf.

The mechanics called and logged a claim on 21/10/2020 with the Innovations Group claims department and the consultant rejected their claim, claiming that they are not approved and the vehicle should be taken to a Jeep dealership, which is something that was not communicated to me before i took the vehicle to the workshop and not stipulated on my policy document. The RMI approved Jeep specialists have already ordered the parts and the vehicle has been with them since Friday 16/10/2020, i am not getting any assistance from anyone else and all the individuals that were assisting me are not responding. My vehicle is still at the workshop.

I have been with Absa mechanical breakdown warranty since 2016, this is my very first claim and I am very disappointed with the fact that this is how they handle a claim. I also have a vehicle insurance, life insurance and Investments with Absa, this whole experience made me lose faith in Absa Insurance as a whole.