I phoned dial direct warranty on Tuesday (12/12/2023) to log a claim at this number *** at 15:30

I phoned dial direct warranty on Tuesday (12/12/2023) to log a claim at this number *** at 15:30. They transfer the call to mechanical breakdown. I was on hold for 30min. I decided to go to the app and claim. I never received any communique from them. I don't have a car as we speak, I'm paying my insurance Dial Direct warranty every month. The car was towed to Kia, they want to get the authorization from Dial Direct warranty department are unreachable.