Recovery warranty

My car was ****** on the 04/12/2023. I reported the matter to cartrack and went to the police station to open a case. Later on the same day I gave cartrack the case number. Cartrack after that they did not bother to call me and give me updates, I was the one that was calling them. They claim that they call me and could not reach me. I call and ask them since they don't find my car, what is the way forward? I received an e-mail from them saying that I don't qualify for the recovery warranty. I wrote an e-mail disputing that on the 13/12/2023 and I have not received any feedback from them since then.