Extremely Disappointed by the lack of service

Absolutely frustrated with the service I have received. I have had a policy with Auto and General on comprehensive insurance for my vehicle for years and swore they were the best so agreed to take out a Warranty and Service plan with them after being disappointed with the dent cover, I was promised by them that it wont happen again. My first claim for a service and I am waiting from the 29th of October and still waiting. Phoned 5 times today since 9am and absolutely no further but am told it takes 1 hour to process a claim this is 5 days later and I have to Uber myself and my school going grandchild up and down depleting my finances while I wait endlessly to get an answer on my vehicle where have you heard that it takes 5 days to service your vehicle. First I get told they waiting on documents but I am looking at the email sent from the dealer to them and where they responded - really now how do they not know what is going on. I also took out a tyre cover and Warranty can you just image what will happen if I have a claim.