Bad service experienced

Very bad experience had with Innovation Insurance with the policy I took 2018 for a service plan for my vehicle. I was contacted to extend my service plan and I was under the impression the service plan is still active and will assist with my service for my vehicle. I took the vehicle in for service on the 28.07.2020 at VW dealership, when they called for authorization they advised my plan was exhausted on KM. I called in to query it and was asked if I had read my documents, the documents where not sent to my email but to the dealer I bought the vehicle from. Now question is, why wasn't i called to advise the plan is exhausted like they called before and the policy terms didn't reach me to also verify what was on content. I work for an insurance industry as well and feel I was treated unfairly and prejudiced on my claim. I was told I need to pay R1800 for servicing my vehicle. The embarrassment I had to experience?????????? Is this how we are treated as customers and I am not happy at all with the service from them. The consultant then wanted me to understand their terms only now when I call in to query... How many of their client are going through this? It purely bad service.