Netstar - Warranty claim - Safe and Sound

I installed the Netstar safe and sound tracker in Nov 2017. I have received my logbook every month via email since and sometimes received warning sms's to which I always rep**** and have also regularly checked the app. All this have put me to ease that the tracking unit is always working. On 28 Oct 2020 the vehicle was ****** and within minutes Netstar lost the signal of the tracking unit and it has been gone since.

My complaint is regarding the RECOVERY WARRANTY that was used as a big selling point to me at the time of purchase, in the event that Netstar cant recover then I get a pay out. I put in the claim on 12 November and on 17 November i was advised that the claim investigation was complete and sent to the "RWC board". After twice following up, I still have not received feedback from the "RWC board".

To loose a vehicle is a traumatic experience and lots of admin, not to mention the cost of replacing the vehicles has gone up astromically. Surely this is why a warranty is in place and should not take this long to be wrapped up.