360Plus Unlimited Maintenance Plan

I have had a terrible experience with this company. It has taken 3 business days for the assessment to be done on my vehicle as it is in for a gearbox repair. I have been told that their management was not available thus the delays. 3 days?? Seriously. It is now the 3rd business day, no answer at their call centre after waiting on the line twice for more than 10min today. I keep being told they are busy looking at it. My payments are up to date, my vehicle has its service history. What seems to be the problem? Lack of service... terrible!