Claim being assessed for over 2 months.

I submitted a claim on July 28 still waiting for the outcome 2 months later. It has been a back and forth affair. I’ve been requested to submit proof of payment for a service I did 3 yrs ago and job cards for those services, I don’t understand how that helps for a warranty claim. They never call as promised including the team leaders, their assessors request additional information the moment you send it they request more. It seems they are trying to find a reason not to pay than to assist me as a client.