Disgusting customer Service

I took out an extended warrantee at the dealership, with this company when I bought my car in 2021. My car was leaking water so I called this company on 21 June 2022 to get my policy number and also to ask if they have a list of preferred service providersI should take my car to. The consultant advised as long as it's a registered garage I can take it to any dealership. I took my car to a RMI registered garage on 23 June 2022 and gave them my policy number as they advised that my water pump need to be replaced. On 27 June Kagiso Gama, contacted me to complete a disclaimer as the garage I went to was not on their list of preferred service providers. I completed the list and sent it back to him as well as the claims department. He came back to me on the same day to request additional information which I furnished to him immediately. On 28 June Innovation group then sent the dealership some forms to complete as well as a request for additional documents. The dealership, subsequently only furnished them with the documents on 4 July. On 7 July the dealership contacted me to contact the Innovation group as they have not had a response from this company since 4 July. When I then called the insurance, they advised that they are awaiting outstanding documentation from the dealership. These documents were sent on 4 July. When I called them out on it, they advised that they need to go through a verification process. They had 3 days to do this. When I asked the consultant why no-one followed up on this he advised that they do not deal with the client but with the dealership. My point is this is my policy that I paid for, thus if they could not get hold of the dealership, why did they not contact me? I have been without transport for 2 weeks due to their tardiness. This is the worst company I ever dealt with. I 1 of the consultants to transfer me to a manager, this person put my on hold until I had to drop the call.