Warranty payment Nightmare

Ok so I took out a warranty with Hollard MOtor extender last year and had a claim which was approved and then when the payment was about to be allocated I asked hollard to Halt with the payment.Mind you the Car was damaged but I kept on Paying the warranty to keep my profile active, Until one of their consultant advised me that since the payment of the claim was valid I don't have to keep on paying the premium as my car is no longer functioning fairenough...I've sorted the ombudsman issue and now requesting the payment which was due...My word I'm struggling seems like the consultants don't make notes on the system because I get referred from pillar to post..Like last month I got an email from one of hollards consultants notifying me that they will only pay the claim when they get an "invoice" not a quotation..Ok fair enough I provide them with the invoice...few hours later I get an email that's referring me to policy administrators I became numb...Hollard please assist please