Car service plan and mechanical warranty

I took up a service plan with them and the first claim I tried making was declined because I didn't go service the vehicle at exactly 15 000km, I was a few km over. They also don't inform you that you need to pay for the work first and then they'll refund you. So if you have a job that costs 10s of thousands and you don't have that money to pay, then you're *****ed.