Poor service !!!

I took my car in to Shiraz Auto after I had a breakdown.I contacted SA Warranties.After holding on for a long time I was informed that I had to get Shiraz to send them a report on what the problem was. After no feedback from SAW I had to phone them again, the lady consultant told me that SAW are only paying R4000 of my R69 000 claim.I asked for an explanation and was informed that that was what I am covered for. I am on plan B plus top up.I asked her to find out the reason.No response.I phoned agian and the lady told me SAW would pay R5000 and R4000 for top up,Shiraz Auto also confirm that.I phoned yesterday and spoke to Shaun as I am still not happy about the amount.He informed me that they are only paying for a inverter? but i then told him that the engin got damaged.He told me that he will resovle this with Shiraz.After phoning SAW twice today, asking to speak to Shaun he was never availible nor did he return my calls as promised.I am getting the run around from SAW and this is unacceptable.Can anyone get back to me on what amount will be paid and how you are going to resolve this matter as my vehicle is ready for collection I am reporting this to the Financial services board.