No one can find my policy

when i bought my car i got a maintenance plan with my can to avoid headache. i've only used the plan twice for service and other times i was told i have to pay for my brakepads which i did and other times it was paid for which this leave me to the conclusion that whoever sends the authorization to the dealer decides what they will pay and not pay for. well last week i took my car for repairs to change the windscreen washers pipe and the dealer picked up that the care is 4 years old and now i have to do cambelt which i was told this should be covered by the plan. the dealer sent a request to to authorize the job and a week later innovation has not rep****. i call in and got through and spoke to a call centre agent called Enzo who wasn't very helpful, i gave him my ID, Policy number and couldn't pick up my account, then i gave my car registration and then he picked up only one authorized job of brakepads which i was told they don't pay for. however the camblet job he didn't know whether it's covered and i must ask the dealer, then i sent an email and they called me but couldn't find my account and they will call me back, i'm still waiting and now i will have to pay myself, disgusting