Absa Ultimate Warranty - failure to assist with a claim

I bought a 2012 Jeep Wrangler in June 2020. It was under finance with Absa Vehicle Finance and i took an Ultimate mechanical breakdown warranty which is underwritten by Innovation Group. During the weekend of 23 September my power-steering stopped working. I called the claims department and they are telling me that my policy is incorrect and they cannot process my claim. Furthermore, the person who made the mistake is the person that on-boarded my information as Extended warranty instead of a Pre-owned warranty.

I have been trying to communicate with the claims department, and i have spent over R100 being put on hold and being moved from one person to the next. I am being held responsible for a mistake that their employee who registered my information made, and now i am sitting with a broken vehicle. Kindly assist. I initially spoke to a lady by the name of Kelebogie, who didn't give me a reference number, secondly i spoke to a man called Samuel, who referred me to a lady called Busisiwe Tlape, who referred me to a lady called Tsgepiso. I still haven't gotten assistance. I need to cancel this policy and get my refund so that i can fix my vehicle.