Policy to rip us off

I am so disappointed in Hollard I took a motorXtender policy in August 2017 to cover my Dads car since he’s a pensioner. My dad had to take in car for a service in June. All the procedures were followed to put through a claim. Only to find out that the only payment I was due to get was refund if R500 when service costed my Dad over R4000. What is the use of having this policy then. Might as well cancel and request for refund of all the premiums I have paid.