Unsatisfied Client

My Polo VW (DSG) started giving me issues with changing gears (limp mode), and I took it in to VW for diagnosis. Because I have a M Sure policy for the warranty on the car then I called M Sure to find out how would be paid out after the VW diagnosed the car and saying it is the Mechatronics inside the Gearbox. M Sure was supposed to have sent an assessor to VW dealer but to no show, still not sure why the assessor was never sent through, communication is awful. After I have confirmed with the M Sure consultants regarding the payout of R25k + R5k to the dealer, then I lodge a claim with M Sure to payout, now suddenly the approved payout is not for R25k + R5k on Plan A but for management system R12k + R5k on Plan A, which was never explained on the policy wording what management system entails. Misleading