Reliance Home Comfort

I have the heating/cooling maintainance plan from Reliance. My first time ever using the insurance this year since there is no heat from furnace when I switched over to heat couple weeks ago. A technician came out on a Sat. and diagnosed I need to replace pump. He ordered the parts and told me to book another appointment when the part arrives at my door. My nightmare started there. An original estimate for the parts to arrive on Mon. did not materialize. I called in, and as told to wait for one more day. Tuesday nothing happened. Called again, and was told to wait till Friday. Friday, nothing again. Called in and reliance promised to call me back the next day morning. Sat. nothing happened. On Sunday, argued my way to talk to a supervisor at Reliance, and got informed on Monday (today) Reliance will call me to update me. Again nothing happened. I called in today, and was refused to be transferred to the supervisor who was overseeing my case. Is reliance insurnance valid? my toddler girl and my old mom is at home without heat for over a week when it is below zero. And I have repeatedly told Reliance that. Are you serving your fiduciary responsibility? If you cannot resolve the problem, should you be lining up your external contractors at this point?