Conflicting reasons and not there for their customers

I took out a service and maintanance plan with innovation in December 2013. I took my car in for its last service on the plan on the 11th December 2018. My brakes and discs needed replacing. Innovation refuses to pay my claim as my policy ended 5th December...I was 6 days late. I paid a lot of money for this plan and they refuse to help me. The manager, Lebo told me they look at all the claims to date and said I have no funds left. However he then said that had I claimed by the 5th they would have paid.. it feels so dishonest! What is the real reason you won’t pay my claim as I could not get a straight answer out of anyone. As a decent company, an SMS or e-mail should have gone out reminding me that my contract was ending. I signed the contract 5 years ago. It feels like you only care about money and not about customer service. After the manager Leno refused to even try and help me anymore he just said sorry, bye. I am so blown away by the horrible and careless service.