bad service

I have been paying Bidvest Warranty for almost 4 years and last week was my second time claiming but their service leaves much to be desired. I submitted a claim last week and no one came back to me until I called and was informed that they need the odometer and disk picture. The required pictures were sent on 29/07 but was sent from pillar to post until I insisted to speak to a manager and was told that there was no manager (which is strange). After insisting, I was put through to a lady who told me that she is the claims team leader. She then promised to refer my claim to the assessor and they would call me before end of business on 31/07. I am yet to receive that call.