Warranty claim not processed

I have a an extended warranty poIicy with them. I took my car for wheel alignment and was told tirerod ends needed to be replaced I called them to enquire about the claim process, which they guided me smoothly. I followed the process procedures and the preparing company lodged the claim. They did not respond until I called them the next day. I was told I should not have taken the car with me from the repairer. How was I supposed to know that without them telling me or the repairer? They said they will escalate my issue and revert. I have since been waiting, 2 weeks later no response. Nevertheless I’ve fixed my car but I will not recommend this company to anyone. Terrible customer service is what they seem to do best.