M-Sure is really UN-Sure

I have an extended warranty plan with M-Sure. I have called twice to confirm I can take my car in for a diagnosis. Got the greenlight and the dealer put in a claim. Mind you I purchased my car at 59 000KM's. They asked me to send them the 40 000KM's history. Then after the million time I told them I bought the car at 59 000KM's, they then told me that I need to be downgraded on my plan as I took in my car for service late. I was in hospital at the time. Mind you the service provide that I have a service plan paid the service because I was able to inform them I was in hospital. I am waiting to hear what's next with what M-Sure wants. Perhaps they will ask for a hair sample or my Grade 8 school marks. At this point I am fed up. I have been asking the consultant working on my case, Selina to call me. No response now. It's funny when it's time for me to pay, I have never given them the run around. Poor service! No assistance