Car track Unsatisfactory Service

Unsatisfactory service We have been paying premiums, renewing contracts for 13.5 years. At the end of April our vehicle was ******. Within 2 hrs they could not find the vehicle. I called non stop checking up on it. No calls received from them just a courtesy email everyday at 6:15am updating that they had not located the vehicle. Even the phone calls we made to them took longer to be answered after giving our details. It was like no one was willing to speak to us Eventually this week we received an email informing us that they will not be compensating us due to the recovery warranty being expired. This lasts for 3 years. Nobody tells you these things. It is not on the contract signed. We had default payments when times were tough but each premium went through for almost 14 years........Is this the way that this should have been handled?