M sure and Ford

I have been dealing with M sure for the past 2 weeks trying to log a claim for my ford focus. The 1st week since last week Monday 1 July, their systems have been down and did not advise the dealership to follow the manual process of logging claims. I keep going back and forth with the dealership and M sure. When finally logging a manual claim Friday 5th, we waited for the M sure's response that the car have to be at the dealership through out the process of the "claim". I took the car there on Tuesday as per request. I have to use public transport with a 2 years old. Catch a taxi at 5AM to avoid traffic. Tuesday M sure got back online. All M sure could tell was that they now have to log a claim online. The person dealing with it (Calvin) advised he doesn't know when he will get to my claim as he has to juggle new claims and old claims. Why can they process the manual claims and capture them once finalized? Fine I called in and Wesley offered to help because he could hear my frustrations. Now the claim is on hold because of a piece of paper called diagnostics logs. I am in between M sure and the dealership. We sent the logs, we did not receive the logs. Since I have left my car there and no one cares about that. Can I please get this issue finalized?