Worst, most parhetic service

I have extended warranty on my vehicle at M-sure. A while back I had an issue on my car and took it to my normal mechanic. The mechanic is currently not on the M-sure system anymore, however M-sure sent the documentation through to state that I want this particular company to work on my car. The claim was approved and authorized for the amount of cover applicable to the area of concern on my vehicle. The process was explained to me that I need to pay the company and then send through all the documentation to them to claim this amount back. I have submitted everything as required on the 27th of September and to date I have not received the money back. When I contact them they promise to follow up and give me feedback and then I just never hear from them again. Totally unacceptable service. They are very diligent to ensure they receive my payments monthly but the same urgency is not app**** when they have to pay. Its a pity I have to rate them 1 star, I would have liked to rate them 0 stars as they do not even deserve 1 star. As soon as this warranty period is over I am removing my business from them, definitely not renewing it with them.