Claim rejected

I've had an extended warranty active since 2 June 2017. When the car dealer called for a gearbox related repair they told him that he must as me to call them (which I did, ofcoz they put me on hold for over half an hour). Apparently they have downgraded me to a different since I didn't qualify according to them because of a late general service. My car is just over 60000 km and I have had it since September 2015. The car is already disassembled by the dealer (Honda Cape Town) and Innovation says they can only assist me after a month for this claim on this new policy they have downgraded me too. The new policy actually costs almost twice the old one. (yet its a downgrade)