Poor service / no service

a Representative of 1st for women contacted me for a top up policy, after I explained my car was paid up, he explained that I can use the funds as a deposit if something happens to my car. It's now a few years later and my car was ******. Firstly they could not find my policy and told me it was cancelled, after i explained that the debit order is still deducted from my account, hey found my policy, then suddenly 1st for women claims the policy is a top up and only pays out if you still owe a balance to the financial institution. I explained what their representative said and also asked them to retrieve the recording. I also logged a dispute, also no response. The representative on Facebook also rep**** that someone will contact me, 3 times now, nothing. Anyone with the same complaint? Why would I pay a policy every month knowing it would only pay out if there was an outstanding balance. I am not that stupid. I explicitly said my vehicle was paid up.