Bad service and attitude

I have been with motorvaps for almost two years now for service plan and warranty. At first their service was great when I need them to pay for my service they didn't give me any complain. But things changed today after my car have a problem of shocks absorber and bearing. Yesterday I took my car for the service so that they can change the bearings and shocks after I have confirm with them even though I ask them to send me the plan that have the list of things im covered that have amount, they never sent till today but they just confirm on the phone. The people who are fixing my car call them for payment they process the claim but never release it until the workshop called me @ 16:45 and said motorvaps sent an email still waiting for the manager to process it and now they are gone its late. So today I called and they told me the manager was on leave so today will process it and there is no one who can do this because he/she must take a decision. Everything was R9000 and I'm paying almost R500 per month they only process R2500 and say they can only do that. I argue with the consultant and said your policy mentioned shocks and bearing and he told me the car is still drivable they can't cover. I ask him what is the reason for me to have this plan if I want help you just said it doesn't cover is better to cancel. He said he is going to cancel it and I said how can you cancel now because I was just asking. He got angry and have an attitude and said he is going to tell the manger to cancel the plan and they were just doing me a favour by giving me R2500. I tried to talk to him to make him understand but he already make up his mind as a consultant. First motorvaps cause a delay for processing the payment even to communicate with me and tell me the problem so I can find alternative transport for yesterday and today. The other thing i ask the the guy why fidnt you update me or tell me about the claim and he said they were not allowed to do that but to cancel without my approval it is allowed at motorvaps.They even cancel my claim while my car is still in the workshop without my approval. Companies must confirm with the client first whether is true and reason for cancellation but motorvaps they don't care they drop you like hot potato no confirmation or concern for their client after I have been with them for almost 2yrs. When they debit it was fine but to pay it is a problem. I'm so disappointed with this company now I have to figure out how to pay thanks to their bad service. How can you cancel when the car is in the workshop they don't even want to solve the problem first. Even now they never call meaning they just want money they don't care about their client.