Poor service and feedback

I have never had a problem with Innovation group up until now when I was putting in a request to ammend my policy because the dealership could not get approval to have my vehicle serviced,I put in the request on Friday and I never received any feedback after I was told by the consultant to wait 2 to 4 hours before my policy could be amended.I had to leave my car at the dealership and today I had to put in the request again,I was told to hold until I ran out of airtime, I gave them a call again only to receive another consultant tell me that their turnaround time is 48 hours while my car has been sitting at the dealership.No feedback whatsoever via email or anything