Innovation group absolute horrible service

Hi, I tried to claim from my innovation group mechanical warranty policy since the 3rd of May; Brits Nissan tried to complete a claim on my policy on the 3rd of May, they were informed that the VIN number on my policy does not match my vehicle. I then received a communication from: Nombasa Buyaphi Customer Service Agent VAS : In-Touch: Customer Service ********** To whom I sent a picture of my license disk, this was her reply after receipt of my license disk picture: "Thank you I have receive it , will call your dealer now so he can proceed with the claim" I then proceeded to take my vehicle to the dealer scheduled on the 23rd of May. The dealer then informed that the innovation group informed him that the VIN number has not yet been changed and I have to contact them personally to have it updated. Please pull all the recordings for the 23rd of May, I spoke to two different representatives who promised that they will phone me back, and would also follow up with the dealer, nobody has phoned me back or contacted the dealer. I am currently on the phone with another representative for 24 minutes and counting and she has put me on hold to find her supervisor. I need my vehicle as I need to go home, I cant request the dealer to release my vehicle without the innovation group acknowledging the claim. This is unacceptable. Please help.