Delay in Authorizing claims

I Have been waiting for Nedbank insurance to send me authorization letter for my warranty Gab cover for almost 3 weeks now, at first i found out they cancelled my policy they blamed it on system error, my vehicle has been sitting at the dealer waiting for them and it is like they just took people from the tarven and gave them phones to work, everyday am being told the matter has been resolved and i will get the letter shortly, it has been shortly for over a week now, This product was much better managed by Innovation group, the bank is pathetic REFERENCE NUMBER:C0725PL***5