Unhappy client.

My vehicle is insured by a company called Affinity. My car got a minor accident when I was away for the holidays so it lead to the crack on the sump and the car was leaking oil. I tried claiming through my warranty and apparently the warranty plan I have for the car doesn’t cover for the part that is broken. I went back to the dealership where I bought the car coz of frustrations, I’m a single female that knows nothing about cars. So they advised me that I should claim through my insurance of which I did. I’ve took the car in for inspections last week Tuesday and the place that my insurance instructed me to take the car, decided to keep the car coz I could not drive the car in that condition. Spoke to my insurance and it was supposed to take 3-5working days for them to get the quotation report from where I left my car. Yesterday I send them an email for an update coz no one is telling of what’s going on. So when I asked for a follow up on my claim. This is the response I got “ Your claim is currently with management for final sign off, you will get an SMS today telling you that your claim has been finalized. Then I will send your authorization letter that you will have to look at and sign if you agree with everything, and send it back to us.” I received no SMS of whatsoever. Today I called and no one could give me a clear indication of what’s going on. I’m frustrated. I’m using public transport and I’m late for work every morning. At this point I’m a very unhappy client, coz every month the premium goes of and I don’t give them any troubles. Now that I’m claiming, no seems to care. Please help.