One month later still no Authorisation

I took out a warranty when I bought my vehicle I opted for the formula explorer plus warranty and formula ignite warranty. For some peace of mind. In late Jan. I suffered from complete clutch failure, The make and model is well renown for clutch failures unfortunately. Its a common problem the vehicle. Motorite sent out the assessors twice to do inspections. The mechanic told me that he’s waiting for the final conformation in order to go ahead with the work. I tried getting hold at someone that could help me but I simply couldn't get thru to someone and I gave up after being put on hold for 40min. How is this acceptable? You had no problem taking my money when I took out the warranty and now you leaving me with no transport and no answers for over a month now!