Extended Warranty problems

I bought a Samsung washing machine from game 3 years ago and took out the extended warranty on it should anything happen. I called the on the 28 July 2020 to let them know it wasn't washing. I called them again after 14 working days and they told me my request was still waiting approval. It's been almost a month. I can't wash clothes with my hands because of my skin allergy and the dry cleaners are expensive, that's why I decided to invest in a washing machine.