Red Pennant. Is this the norm?

suew

We have has Red Pennant Annual Breakdown for 17 years. We have just used it for the first time. We just wondered is it normal to wait 3 hours 40 mins for assistance? And no we weren't in some far flung corner of Europe. And no it wasn't midnight in  a dark Febuary. We were actually on the M20 heading for the ferry on a Saturday in July. 

If this is the normal response for Red Pennant then I think I need to look at alternatives. What do members think? It's certainly not  the cheapest option but I had always been led to believe it was the best. I now have doubts. Comments welcome.