Feedback on registered claim

I have had the budget warranty for over 5 years and now. I have never missed a single premium. My car recently had a mechanical breakdown, I called budget to arrange for towing to the dealership. It took me approximately 3 hours to get through the phone and actually speak to someone and I was sent from pillar to post and was not assisted. I then had to call my other insurer to get my car towed. It was discovered that the car had an issue. It took me a week to register a claim and my car is still sitting with the dealership and still not assisted. I have been trying to call the claims department the past week, but the call remains unanswered and eventually drops. I have never experienced such bad service with any insurer.