claim that have not been paid for 5 months

i have a warranty extender policy I have been paying for more than three years and I made the claim in October last year and I was advised to take the car to the workshop and they will pay them once they receive the report , once I was there I was told to pay from my pocket and I will be refunded once I send all the invoices which I did on the 12th of October and was promised payment within 14 working days of which every time when I do the follow up I am being told that there was documents missing I must resend and the 14th days starts from the beginning ,today on the 21st I made another follow up and the person I spoke to had a very bad attitude to me and said he was taking my call for payment and he hanged up