Tracker not so tracking anymore

I recently phoned tracker to test my tracker. Due to the fact that I have not received any notification that it was done in a while. I was assured by Chaniel that I will be getting a confirmation sms within 72 hours, to say if the tracker was still in working order. within 72 hours I have not received anything. I went in on their website to register a compliant. When the compliant was registered, a wording popped up to say that a consultant will get in touch with me shortly, and nothing happened.i then phoned tracker again asking if my unit was tested, whereby they informed me that it was not in working condition anymore, and that I should now pay for new installation etc. when I asked them why I have not received an confirmation sms the lady was unable to help me and just said she will ask IT to have a look at the problem, my concern is the following, why doesn't tracker alert a person when the unit is deactivated? Because if my car had to be ****** in the period of time that it was not in working order? The insurance would not have paid out, if the person on call canno help you with the reason why the tracker in not working or disconnected, then what is the use of the tracker?