MVIA is *************

I spoke to one of there agents, i had this plan over a year and went for my scheduled service i received a sms saying my claim has been authorised, and the service was done, today my service centre received and email that the full payment wont be covered and on the day of the service my service provider tried making contact with there contact centre to confirm authorisation fully but there was no response as the phones were just ringing and this is my first time claiming with them and im having nothing but problems