Perfect sirvice

I took out a serves plan with them almost a year ago.My vehicle was on 37000km it was still under serves plan till 45000km with the manufacturer.Now that I want to clame for 60000km the got lots of stories and I must pay more because thy don't do there work.I feel its not my problem if they don't listen.Still did not receive my policy.What to do my money is never late but if you want to clame there is always a problem.Waiting for recordings and will not leave it there. Service is perfect and still waiting for feedback