Bad customer service

I have an extended warranty policy with Innovation group, my car broke down and when I called them they wanted service book & I provided they told me I did not service my car at Chevrolet as I have a chev, but I serviced it at a reputable dealer, they came with all excuses of not wanting to pay and they were sending me from pillar to pillar, and my car was already at the dealer recommended by Innovation and they were also complaining that if I am not paying they will have to tow my car back to Chevie and I told them that I will try get the money they must go ahead & fix the car as it was there since Jan with the hope that I will claim it back when Innovation approves,and I got the money paid them the money. Now I heard that they approved the claim 3 weeks later after I paid the deposit and when I said I can claim the money that I paid I was told that they cant pay me if I already paid, I find that as an excuse if they approved they would pay the claim. I have received the worst service with them even when I call they send me through to another person and I will hold forever without anyone helping me, there is seriously no customer service after I have paid so much money to them and this was my first claim and they do this, my car is still with the dealer recommended by them it is not like I took the car already and they always miss the most crucial information when they are marketing their products, it is actually stressful and depressing for these insurance companies to take our money and not pay when there is a claim