Really disappointed with budget insurance service plan

I'm really not happy with their service plan, I called them yesterday, 2nd of October, to register a claim and I told them that I booked my car for a service for today, the 3rd of October, they told me I can take the car for a service, they'll just wait for the quotation for the service and the documents from the dealership, they sent me an email, to which the documents must be sent. I came to the dealership, I was in line from 07h00, the claim documents were sent just after 08h00, and I called to check the progress of the claim at 09h15 and I was told they haven't received no documents and I put them through with the Service Advisor, who had to resend the documents to another email. But until now, 12h55, there's still no authorization and they say it went for Assessment and their turnaround time is 24 hours, now tell me, why did they say I can bring the car in for a service when their turnaround time is 24 hours, they were supposed to have told me to ask the dealership to send the documents and wait at home for their turnaround time, mind you, I'm staying out of town and there's no way that the 120000km service can be done this time and the dealership says the only open booking is for the 13th now