3mins to sign you up BUT 13 days to look at a claim and still no answer!

A claim was submitted on 30 Apr, MS-576647-C. 12 days later there is still no feedback to the dealership. The call centre claims that the documents were only submitted on 11 May, a blatant lie. Why does it only 3 minutes to sign up and debit the money, and numerous days to process a claim??????