It's been more that 48 hours!!!!!

I took my car for a service last week and when the workshop phoned to say that my brakes needs to be replaced, I said no problem because I'm covered for that. I have been paying for a product at Innovation from 2013 just to find out it has expired last year at the end of July, but I'm still paying for the service today. The day Innovation phoned me in 2013 was the FIRST and the very LAST time they made any contact with me. Not a single sms, call or email to say \hey, your plan has or will expired\". During my 45min phone-call, someone in the claims department said it was my responsibility to ensure that my brakes got replaced (when nothing was wrong with them) and then I asked if I can please listen to the call made to me in 2013. After a huge fight with one of the supervisors (Thyron) he said that he would personally get back to me within the next 24-48 hours. That two days right? Well its been four and I still haven't heard anything. I also send a mail on Monday and still no feedback from that either. Then the automated response has the audacity to say \"dear valued costumer\".... "