Never take MFC Service Plan

I took MFC Service Plan in July 2015. My car was still under the dealer service plan then, which ended in June 2017 on 90000km. June 2017 I ask Innovation group when will they start covering for my service and they said, when its on 105000km the service plan will kick-in. on the 26th June 2018 I tool my car for service, and I was told my plan has expired. I was never told about the expiry date or expiry KM when I took the plan, they never informed me about an expiring plan, the document I have does not not say anything about that. I have never claimed, this was going to be my first claim. I am still waiting for their response as they promised to sort it out within 48hrs, 48hrs has passed they keep on putting me on hold.