Delay in processing claim

On the 6th of November 2024 took my car in for inspection at Mayfair... claim was logged with the warranty service I have from dial direct...there was a delay with processing the claim cause apparently whoever was allocated to it had to take leave my claim was not handed over i had to scream and shout for someone new to be assigned finally that was done ...now it was a struggle to get a response from the assessor finally on the 20th it was approved aibo James we spoke he reassured me I told him the money must go straight into the dealers account.Dealer advised no let them send it to my account cause with them it will take longer to reflect sharp called James back only for him to say he was about to call me back and advise the same thing sharp we both agreed to top it all of he even said he will call me on friday to check if funds have reflected friday...To my shock and surprise today payment was not made because I said I want it made to the dealer 🤷how when we both agreed on my account...ok so I said to my dealer still why has the payment not made to the dealers account if that was the case...I have to spend another week waiting for it to reflect 48-72 hours its a friday today.i have never missed a payment even i was advised to upgrade i did so trustingly today i have to deal with such ..how long have i had this policy???