POOR CUSTOMER SERVICE

My car was overheating due to water pump and thermostat. Every time I have to call after registering my claim without claim number. Took me almost 2 weeks for claim to be authorised . Now I have to follow up again with payment to be released. I had to call to check if they received my invoices then I get response that invoices needs to include items and costs which are there on the invoice. What must I do now coz the dealer wants their money??? I can't keep fighting every time I have to claim wherelse am paying my premiums every month.