Poor service😳

I am very dissapointed in the service received from Natalie at Kia Brackenfell. I took my car for diagnostic test last week Monday, 30th November 2023. Paid for the test and got the report of all the faults. I have a extended warrenty and maintenance plan that cover some of the repairs and Natalie was supposed to contact my ensurer to get the final authority and that was it. When I phoned again on Thursday she was busy and I was told she will get back to me and Friday I phoned again and she was not available. This is now Thuesday and I am still waiting for her to return my call or to inform me when I can book my car. Is such bad service realy necessarily or is good service only for customers with new Kia's?