Disappointing service at Innovation Group

I have a service plan which I took through Auto and general last year or maybe the year before. I took my car for a service and they are refusing to refund me the money which I paid the dealership. They are saying I must ask the dealership to do the authorization then they will pay the dealership and the dealership will refund me. This is not making sense to me, anyway, I called the dealership and told them what Innovation group said. They said they sent the authorization and they haven't heard from the Innovation group. I am rather annoyed by this whole circus. My advice to everyone is to do your homework before accepting any kind of insurance from anyone. I was under the impression that this was from Auto and general, seeing that I was happy with them I accepted the quotation and have been paying them every month for about 2 years. Lesson learned, I am now looking for a new insurance and service plan.