Worst e insurance ever

I'm insured with innovation for service plan cover, the lady who sold me the policy sold me falsely policy with empty promises, they've been deducting my money month to month in time, now I want their service no one seems to be interested in helping me, my car is currently at the dealer from 7am in the morning hoping to get it serviced, sadly they can't touch it without authorisation and innovation managers from the call center are busy according to the consultant I communicated with by the name of Thabang, I need urgent assistance, they tell me turnover time takes 4hrs.... I am ****ed with this insurance.