Warrenty service experiance

We have an extended warranty with Bidvest and needless to say its been a complete nightmare trying to get the claim authorized. Our vehicle is at the Ford N1 city branch in Cape Town and has been there more than a week. There is no communication between the dealership and Bidvest and no feedback to the client what so ever. The Debit orders come off religiously every month yet when you need to use your service its like extracting a tooth. The manner in which clients are treated leaves much to be desired. Not only does the call center numbers not get you through to anyone , when you do get hold of someone , they cannot wait to get you off the phone and resolution of query is definitely not at the forefront of their minds. You just another caller which is adding to their load...Sad very SAD