Innivation Warranty

My claim is lodged under 531141. My car is standing at Kelston Toyota for the last 21 days. Innovation has no respect for their clients. After Kelston tried on numerous occassions to get authorization from K****tso, he dissappear. On Friday Thabo promised me that he would send the authorization to Kelston and Cc me. We are still waiting... He informed me that my car is downgraded from car3 to car5. This happened in less than 3 months. What is a readonable period for authorization to be granted? What must happen to a car to be downgraded so drastically in two months? My premium remains the same, but it affects my benefits.