not a happy chappy

I've been paying for the maintenance warranty since I collected the car from the dealer in November 2018. I tried to claim for a faulty door-lock last week Friday and was told my policy is not active. I've spoken to the dealer, who insists that they've paid Innovation. I've called innovation 3 times, having to hold atleast 10 minutes each time while they 'verify my warranty status' and each time I'm told they will be in contact later in the day, which hasn't happened on each occasion. Having read all the other comments I deeply regret having not shopped around for a reputable warranty provider. I'm deeply embarrassed and frustrated because this was my first time taking out an extended warranty. I now know better than to go with the dealer prefferred option. thanks but no thanks.