Motorvaps=No approved claim=No authorization

I have 2 cars, both have premier service plans with Motorvaps. 2 days ago I sent an email with details for my Polo, mileage, and service book and informed them that it's due for service. Then Motorvaps gave me a go-ahead yesterday via email. Today I delivered the car to VW at 8:00, and by 10:00, the service advisor at VW logged a claim with Motorvaps, at 16:00, they had not received authorization from Motorvaps. I called Motorvaps, I was caller number 10 on the line waiting to speak to someone. I queued for over 20 minutes. The lady told me that she saw the claim request and all the details, and they were 'working on it'. She promised to take the matter to the assessor and they will send a confirmation email to me and VW. I am still waiting even now.

The same thing happened last year when I took my Q5 to Audi for service, they approved very late but refused to cover some of the service parts, and there were back-and-forth emails. My car was released the following day. Very disappointing, I am moving to a different service plan provider.