authorization of service plan claims extremely slow and communication problems

I am taken aback by the sloppy response from Motorite Administrators. I sent my car for service yesterday 29.09.2021 at 06:45. Today at 14:18 my claim has not been processed. The Mercedes Benz consultant sat on the phone for 2 hours to try and get the claim authorised. From the front desk she is redirected to the queue holding the line. The same experience happened today; she spent an hour on the phone without any response. She then asked me to call Motorite and I got the same bad experience, The front desk personnel would ask, "Do you have a claim number, let me put you through the claims department, etc.", then you are subjected to music for an hour. This is a second day not going to work because of the car issue and counting.