exceptionally poor claims service

we have bought a maintenance plan for our vehicle via VW Tableview, every single time we take our vehicle in for a service there is always delays in getting approval for maintenance claims and our vehicle ends up needing to stay over night or arrangements needs to be made

trying to call traficc to get assistance to timeously approve the claim for maintenance is futile , you spend an hour in the que waiting for someone to answer the call and eventually just give up