Bidvest Motor Warranty

I registered a claim almost two weeks ago, my car is sitting at the repairer for almost 2 weeks now. No feedback at all. I have the Diamond policy, I had a motor related issue where my car had to be towed to the nearest dealership and I have no vehicle at the moment. I am covered for 2 full years and I have been trying to be as polite as possible to every single call center agent but I still have not received any feedback as yet. I have sent an email literally begging for someone to give me feedback on my claim and I have not received a single word from Bidvest. Mind you, I submitted ALL of my claims documents last thursday and we are now approaching one week with zero feedback.

PLEASE CAN SOMEONE HELP ME