I submitted my claim for major service

I submitted my claim for major service. My vehicle was at vw lenasia since 7am 11/09/26 they take forever to approve. I submitted everything on time then at 1pm Clayton informs me the claim won't be paid because it's late. Yet on our previous discussion the day before he said I'd receive correspondence from service dept, which never happened. I had to call in numerous times informing them I did not receive any communication. Right now my car wasn't serviced and there is still no communication from them I sent them the odometer and proof of last service, the quote but 0 feedback.