SMG Innovation Dynamic Motion terrible service delivery

I had a vehicle warranty with SMG Innovation Dynamic Motion and I never needed to claimed. When I decided to sell my car I offer the new owner to transfer my current warranty on his name as well and the person agreed.

After contacting the warranty company to direct me on the following they send me an email explaining how to go about transferring ownership. They also mentioned the process takes up 72 hour from confirmation of relevant documents. I emailed the documents on 20/03/2018 via my work email all relevant documents and days later 22/03/2018 I asked how far they are with the process. Only to find out days late they have received my email but somehow the documents don't want to open. No one came back to me asking me to resend from another email or something. I wanted this urgently done and I asked is it possible. if I don't get it done as soon as possible the money for this warranty will go off on my account on the 27/03/2018 instead of the new owners account and I need to keep the account active to do the transfer. Now it is the 22th which I send my documents again to them but I used my personal email. 23/03/2018 I spoke to another consultant who verified that they received the new email and all documents is correct and attached. The consultant also said that I will receive a mail confirming the process. 26/03/2018 I called back because I have not receive any email yet and I want to yet again follow up how far they are with the process because my time is limited. I got a bit frustrated because this consultant is telling me the same thing the previous one did meaning nothing has been done and I have not receive anything. After going back in forward with them they told me I have not send the new owners Bank details, On top of this they told me I must wait another 48hours. I went back to me email and I confirm that there was no request as such made I have send everything they requested of me and I went back to them furious they making me out as being the delay and this tells me no one has worked on my profile because this was only picked up days later. At this point they asked to get the bank account details and the whole thing will be sorted by the 27th. I complained to them that this is unfair and poor service of them plus I am going to loose my money. They insisted I must claim from the new owner. But I feel this is not about the money and I don't have to go to the new owner asking for money which this should've sorted out by them. This is much more than money the poor service delivery and lies I cant take.

However it doesn't end there. 27/03/2018 I called again to confirm how far the process was and if they have received the relevant documents. They confirmed yes they did and in the next 10 min I will get a notification email stating the account has a new owner. it is 28/03/2018 now and I have not received anything as well as for the new owner who is still waiting as well. if this is not bad service I don't know what is?

I would've cancelled this warranty long time already but the only reason why I kept going Is that I told the new owner ill get him warranty and he gave me everything needed already plus I didn't want to go through this again. However he did mention he will not stay long with them he just want to be covered before looking else where.