Renault service plan a ripoff and totall imcpmetantly managed

I took out a maintainance plan via Liquid Capital which became effective 1 May. Start kilos 75001 and polict up to 120000 kms or 3 years. On 13 June 2018 when I phoned to book my car in for a service ( 92000) and had to escalalte all over the place to get this approved as my request was declined initially. Today I tool my car for the 105000 ( 15000 from my previous service - not reaching 45000 or 3 years or 120000 and again it was declined. How is this posssible as I have my policy doc in front of me. The service is disgusting,,,,really can you not sort out your admin,,,this takes hours every time I need a service as you are obviously not able to do what we pay for.