Poor communication and slow claim procedure

My RMI repair guy called to process a claim they were told he is not on there dealer list and it is a long process to register him so it's not worth it.... I then called and was advised the process a lady by the name of Wandile was kind enough to assist..... my only problem is the length it is taking to get everything done... I have sent through my disclaimer giving the repair guy consent.... now I am left with calling back and forth it is apparently with the dealers department who we have no direct contact with and can only call the call centre who also cannot see where they are with it so I am left with calling between the call centre and my repair guy to see if anything has been received.... feedback and followup procedure is extremely poor... the back and forth is a nightmare and as a client I should be informed on where everything is not left with calling continously.... I need urgent feedback and assistance