Horrible experience of my life

Good day I feel very deceived by this company because they sold me a product that doesn't serve purpose to me financially all these years. I took out warranty policy with them for years and now my car needs attention for the first time they authorize my claim, my car is at the dealership almost a week now without being looked or checked because the dealer charges R11000 for stripping and Msure they will only pay R1000 for stripping. I contacted this company since monday till today i cant get help, i get managers promising to call me back before close of business but nobody called me. This is not what i signed for if this company is failling to deliver then all my premiums should be paid back to me because i am NOT a charity at all.