Bad after market warrenty claim

I bought a 2015 ford focus St. I then purchased an extra mechanical warrenty from insure africa.on the 24th of November 2021 I took my car to Barloworld Ford Alberton for a repair they replaced the cars altenator. I gave them all the details. The claim was approved. When my car was ready to collect on the 26th of November 2021 but I could not get my car becouse ford refuse to release my car becouse insure africa did not do the payment. I had to fork out R12000 To get my car release. I tried to get a refund back from the dealership. I phoned the insurance company an was informed the claim was only submitted on the 26th the day i collected my car and payment was done within 4 days after that on the 30th. I tried to get hold of the service advisor but he since left the dealership. I tried with the service manager but she since sent me one email and is on leave. I dont know how they operate. But that means my car would had to stay for 4 days at the dealer ship plus the 3 days it took them to replace the altenator. The case have been transfered to another service advisor but she has yet to contact me on the progress... and today is the 7th of December and nothing seems to happen. Every time i get hold of someone they say theu can get hold of the insurance company. Even though i got hold of them the very 1st try.