very bad service and claims not attended to

i had a warranty with them for 24 months, that i took through absa which expired last year Decembe and had only claimed once, i started a new warranty with them and i waited for 3 months, then in the 3rd month my car gets issues, I get an RMI approved place and they check everything, send the findings to innovation incluing the quote, pictures and service history. its been 3 days now and the claim hasnt been attended to, no one is assisting us, but the insta;;ments are paid as per contract, and they not doing what they suppose to do. this is wrong in so many ways and not fair at all, i've never experienced such bad service in my life ........