I took out a motor warranty plan with auto and general back in February

I took out a motor warranty plan with auto and general back in February. I since then took my car for repairs on on thursday 7 october, and they had difficulties with registering my claim with Innovation group, I then called Innovation group on the 8th of October to check what was the delay only to find out that my policy documents have never been loaded on their database. I then called auto and general on the same day to check what was going on and they told me that they could see my policy and it is active and they would resolve the issue before the end of business day of the 8th October. I called auto and general again on 11 October and i was told that the matter was escalated to the manager and the issue would be resolved before 13h00 . I then called again today and the issue is still not resolved. I never skipped a payment or whatsoever. It is so disappointing for such a big company that has been in the game since i was young to be so unprofessional, or they just generally dont take their customers seriously. I would never advise a person to take policies with them.