Pathetic Service and Lack of Urgency for customers who need help

Its hard to get through their call centre and they don't callback to give feedback. I need assistance when my car was due for service. MFC and innovation group are struggling to pick up my policy. I sent them policy documents which was sent to me when I took the policy. Since last week they advised that they are awaiting MFC to provide proof of payment while my car is still not being fixed. I even ended up paying for my own service while I have a service plan.