Approval of Claims and Payouts

I had this policy for almost two years and never claimed from it. About a month ago repairs had to be done to my vehicle the dealer contacted the claims department and an amount was approved based on the report from the dealer, but innovation group needed certain documents therefor I had to pay the dealer and continue with the claim. Which I did. After sending through all documents and following up on the claim I was advised that the dealer will be paid out only half of the approved amount. (I was told that I will get paid out and invoices, proof of payment and proof of bankdetails was supp**** to them. Yesterday I broke down again, not having their telephone number on hand I phoned the previous approved dealer to tow the car and fix it, thinking I would again pay and then just claim. I phoned them as soon as I got to the office and advice them of the incident. I was told that I can claim the towing. Only today to be told that once again they will not pay and then the story changes to I must pay it and claim it back from them, which they will then probably payout the dealer again. Don't take out this policy at all a real money waster... No service provided...