Budget Warranty Claims one of the biggest regret

I have been attempting to file a claim with Budget Warranty for more than a week now it has been incredibly frustrating. Despite the company, deducting fees every month the process of putting in a claim has proved to be nearly impossible. You are spending more than 2 hrs on the phone without any success. They keep telling you to wait and that they will call back and it has been more than a week now. They tell you straight that they are under staffed, tell me how is that a customers problem