CarShield complaint: My policy not found

On 9 14 21 I took my vehicle to Independence Car Care in Rochester, NY for a ball joint replacement. The service writer for the garage took my info from my CarShield mobile app to file a claim. CarShield told him that my account does not exist. I have had CarShield since 2017 and the policy is paid in full. Just over $2500 for the policy. When the garage texted me back with this information, I told them to go ahead with the repair and I would deal with CarShield the next morning. I needed my vehicle back the same day. After a week of trying to get answers from CarShield, they DID admit that their Pre-screener did in fact mess up and the fault was theirs. Now because I waited until the next morning to call them back, they said they could not do a thing to compensate me for the money I spend out-of-pocket. I could not call them back right away that same day of repairs because I was at work and cannot make personal calls. So even though they admitted that is was totally their fault, I was stuck paying the entire bill.