Extended warranty

I have an extended warranty policy/insurance with Bidvest and last week Monday (14 December 2015) I took my VW Polo to VW Arcadia in Pretoria. I was then informed that the Gearbox needs to be repaired & a claim was filed by the VW Service advisor, Michael Mlangeni, to IUA. IUA (Vernon Govender) requested a full service history & a detailed report on the cause of failure. All these was done within the requested period. However today (21 December 2015) when I followed up with IUA to check what is the hold-up to this claim being finalised, I was told by an IUA agent (Ntokozo) that no such claim has been registered with IUA. I followed up with the VW service advisor who then furnished me with some of the emails that he exchanged with IUA. When I followed up again on this matter with an IUA agent (Mpumi) I informed her that I have emails from the VW service advisor with IUA. She then asked that I forward her the email which I did. About 30 minutes later I received a call from another IUA agent (Lindi) who told me that she has been assigned to deal with my claim. Even today my claim has not been approved.the service I received is ***********,undermining & mediocre.