taken for a ride

On the 14 September 2015 I submitted my strip and qoute claim to Impac administration as renault company told me that they do not work with Saxum warranties so I had to pay from my own pocket. After faxing the documents that they required I called to confirm if they received so I was told that I will be refunded on the 25 September which did not happen. I was than called on the 28 September to fax prove of pay from my bank as the one from Renault was declined. I faxed it the same day and again confirmed if it was received and I wad told that I will be refunded on the 9 August by a guy called Laurence. By the 9th I have not yet received any refund so I decided to call again and spoke to Raymond who told me that I will be paid on Monday. I got confused because now I was getting different date so I decided to call Laurence again on the same day and he told me that my refund was paid in the morning that Friday so I will get it on Saturday. Today it's Monday still I haven't received anything. If I am only struggling to get my strip and qoute how long will I wait in case a big breakdown. How come a big company like Renault decline Saxum warrant.