innovation group service plan

my son bought a service plan for my vehicle.in August-sept 2023. the monthly premium did go ff so innovation place the policy on hold. my son made arrangement to take Dubbel payment off which went of in 06 oct 2023. innovations did not take the hold of for a further 4 months. on the arrangement i enquired if i can make use of the service and pay for it and claim it back. surety was given to that can do i must just submit all the paperwork (id, bank statement and invoice. did the service but did not claim. on 18/4/24 i took my vehicle for a service, my claim was denied. reason was due km difference. the clerk explained to the clerk that the vehicle is update with his services. and if the consecutive service was not done en the 1 was paid in cash can i claim for it. the answer was yes with the necessary paperwork. so, i ended up paying for the 160k service. emails were sent to innovations and phone calls and placing me through to 1 department to another. this clerk comes with 1 answer the policy is on hold and cannot claim. to get the voice recording is an issue.to there is no- no record of this recordings on record. this was the only way i can proof that i have what was said to me. with this I'm no satisfied.