Bad service and attitude from the staff

I took out an insurance with them a year ago, it's a service and mantainance plan. After signing all documentation I asked the procedure of claiming, was told that I just need to send the car in at the garage and the garage will have to call them and give them an invoice then they will pay. I brought the car in for the service on Friday 05/01/2018 . First of all the garage could not find them for authorization, took about 30 minutes for them to respond. And when finally get through to Motorvaps , they then send me some form that I need to sign before they make payments, but I was never told about signing any form, nobody even bothered to give a call to inform me. They told the garage that they only make payments before 13:00, after that they wont pay. And they even said that it takes 24 hours for a payment to go through. Which means since the garage wont give me my car has it not been paid, I will be left with no transport until the payment has gone through. I was so furious I asked them that since this is what I had to deal with every time I claim, then they have to give all my premiums back, so that I will pay the garage my self and then cancelled the policy because they did not help me after a year of paying the premium, my first claim was the worse I've ever experienced.