HSA Home Warranty This company is at best a poor provider, and may be a complete scam. Cross Plains WI Wisconsin

I purchased a new home in Springfield, MO.  The home was sold with an HSA Home Warranty.  

Not long after I moved in, I noticed a leak in the basement ceiling underneath the master bathroom.  I contacted HSA and they sent a plumbing contractor out to inspect the claim.  The contractor cut a hole in my ceiling to investigate where the water was coming from and fixed the leak.  He let me know that he would contact the warranty company to provide another contractor to fix the ceiling.  

I didnt hear anything for 3 weeks and finally called the plumber back to check on the status.  He said that he forwarded photos to HSA and called them back again about the celing repair.  After another 3 weeks I began trying to get in touch with HSA.  

Over the last 3 weeks I have been unable to get in touch with the company.  There is no email contact provided, only toll free numbers for billing, claims and customer service.  The average hold time to speak to an operator is 48 minutes!  I have contacted all three numbers and they are all call centers based in Afghanistan, according to the operators.  Each time I reach one of them, they refer me to another department, where I am again on hold for 40 plus minutes.  None of the 3 departments has been able to tell me how to get a drywall contractor out to fix the hole in my ceiling.  

To date, I have received 3 collection notices for the claim deductible, and a notice threatening to cancel my warranty if I don't pay the deductible.  However, the claim is not in any way resolved.  

I have no idea how to contact a company representative, an they appear to be unable to get a contractor out to fix the hole in my ceiling and the water damage.  I 'm beginning to wonder if this company is a complete con?  I have never experienced a service situation where it was so impossible to reach a company representative or make any progress on a claim.  

I finally fixed the ceiling, and  paid for the repairs myself.  I asked one of the call center answers if I could just submit the bill for reimbursement, and he let me know that they would need to schedule their own contractor.  I finally asked if they could just waive the deductible ($75) and call it even if I forwarded the bill for the repair ($850).  They were unwilling to do that as well.

I would have loved to use their contractor, but I'm wondering if they ever had any intention of sending one out.  I will not pay the deductible until someone from the company contacts me --- not a call center employee.  I think this company may be a complete scam.