Motor Extender claim: Poor Service- Claim ignored

I have a warranty with Hollard, took my car to a dealer this Tuesday and received a quote. Dealer with my permission submitted to Hollard. I immediately received a claim number and I called to find out the expected time for assesing since what is covered under extended warranty is fairly straight forward. I was told on Tuesday that the Claim was not yet allocated, they will forward hhe information.

Thursday I called and was told it takes 2 days to assess a claim and I wa informed that my claim was allocated to Kim. When I pointed out that 2 days have passed the lady tried to transfer my call to her but she was reported to be busy. I was advised to leave my details so she can call me back, which I did. She never called. 5 days later, no respobse from Hollard, first claim ever since taking the policy over 12 months ago.