Bad service

Took an extended motor warranty policy with them in Jan and I called them last week Thursday to check the status of my policy and the advised that is active, I can take my car for repairs but when the dealer calls to submit a claim I am being told I was sold the incorrect policy they are still investigating, This has been going on since last week Friday. No one is calling me advise of the status of queries, The keep on saying they have escalated. It has been 8 days without my car .This is serious bad service and they are so unprofessional