Service Plan - Claim dodge

I GAVE UP WHEN THE LAST CONSULTANT I SPOKE TO BORNWISE MABUNDA SAID HE WAS AFRAID TO ASK THE TEAM LEADER FOR ADVISE BECUASE THE TEAM LEADER WILL BE ASKING A LOT OF QUESTIONS. I have a service and maintenance plan with this company and they are trying everyway possible to avoid paying for service claim. Firstly I phoned to confirm where I can take the vehicle and they told me "any RMI dealer" and they will process once receiving a claim and nothing more than that, I called 4 times to confirm and the reply was the same. I then took the car to a registered dealer now upon receiving claim I am told there was no authorization received, and I am telling them I am not aware there was supposed to be authorization. I was advised to then get the dealer to get a once off dealer code and to answer some questions dealer needs to submit claim himself, dealer calls and is being transferred between departments and he is irritated by how they handle things, every time you must call and start explaining everything from over, to no resolution, they cant even transfer to the correct department, it is like you're speaking with very slow people slow to understand slow to act and they are simply are not bothered by claims - they are just very good at verifying you 100 times after trsnferring the wrong department as well, one customer care agent even told me I am too forward. you can verify an email address 100 times they still get it wrong, these have no customer service they are all just trained how to get away from paying a claim, I have done all due diligences I am following up endlessly, my car is sitting by the dealer I can't get it back since Tuesday and they are telling me that if I pay for it I won't ever get the refund. from there They will send the incorrect forms to myself and dealers they don't know what they are doing they wanted to get get of paying and they said I should have read the policy document, I HAVE NEVER RECIEVED A POLICY DOCUMENT.