False information, terrible customer service - Oliver Paulse

I had my car booked in for service on 30 May, and had requested that the workshop have a look at my heater as its not releasing hot air. They came back and advised that my thermostat needs to be changed, so I gave my insurance details to Oliver on so submit the claim for the repair and labour. My claim was not submitted and for weeks I kept calling texting and sending emails with no feedback, which lead to me going to the dealership personally to follow up. Whenever I did get feedback I was told my claim is pending and claims on extended warranty take a while, when I asked for a reference number I was told Bidvest doesn't give out reference numbers. So I decided to call Bidvest Insurance on 8 July and upon opening my policy number, they advised there was never a claim submitted, they immediately sent me a claim form with a reference number(which by the way Oliver alleged is never provided). On that same day I forwarded the email to him and went again to the dealership to make sure he's received the email, of course he was surprised that I got a reference number and he didn't. The thermostat was eventually replaced on 1st August, but as I was driving back home the aircon still wasnt blowing hot air. I took the car back the next day and they still couldnt find what the fault was. So they reached out to their technical support team and it is now the 22nd of August, last update I received from Oliver was on the 14th again telling me he is waiting for feedback. From my past experience with him and lying about the insurance claim, I can safely say he is again lying. The dealerships technical support should be on constant standby as they are there to support the workshops on handling matters related to cars in the workshop, so if they are not giving feedback after 22days, are the honestly thinking the car has been with the workshop this long? Can I have feedback and a resolution on this asap, from anyone else but not Oliver.