The person (Him)who helped me today was so patient with me

The person (Him)who helped me today was so patient with me. He had to explain everything to me until I understood, I almost canceled the policy due to a lack of understanding, I feel a lot was not explained when I opened the insurer with MVIA, that is why now when I have to claim there is some money I have to pay upfront before my car can be serviced, and also I had to pay 50% for the penalties which it was not explain to me when I joined the MVIA, I think that was not fair to me as a client, especially on my first car service with MVIA