Bidvest is not promising

good day I'm on Bidvest motor warranty plan since last year . I've took my car for a service and explained the company that service my car and give me and give a report what is wrong they did that I've contact Bidvest and ask to send me the forms they did and gave it to the place that service my car and told them they can fill in the the problems .They did so from they emailed the forms on the 2/3/2022 after 2 weeks I've the place that serving my car have they heard of Bidvest yet and there response is they didn't, so I've emailed them since the 2/4/2022 and phoned them they say they emailed me the letter and yet i didn't received a letter and every time is excuses ive emailed them again and not even a response back .is this a service a person need cause i feel as there client they are empty promises and when a person is in trouble in the middle of nowhere and need there help are they going to assist you i don't think so cause they cant even phone a person back is this the only option to come and complain kind regards