HORRIBLE SERVICE..NEVER WANT TO PAY!!!

I bought my VW car in 2018 and was advised to take up the insurance for service and maintenance to provide me with peace of mind, but i must say instead of having that peace on mind i have been fighting battles and battles with TRAFICC as they never want to pay. To my understanding this is a prepaid service as you pay for it upon buying your car, however I am struggling to get them to pay for my 60 000 km service. I took the car in for service after i had reached my 60 000 km's and i'm being told that i have breached the contract. I then spoke to Leroy who is supposedly the manager asking for a gesture of goodwill as i have paid for the service and all that they have to do is render the service to me. All that i have asked for is for them to pay for the 60000 km and I will pay for the extra kilometers that i have went over and above with. I have also asked him to provide me with a copy of my contract and the Ombudsman details as I am entitled to such information as a client and my request has fallen on deaf ears. This is the second time that TRAFICC is refusing to pay for my claim and at first they told me it is not a normal wear and tear when asked to prove that I was ignored. Upon taking this insurance all of this that is mentioned is not explained to you, at claim stage you are referred to deal with Leroy who never seem to care about what you have to say. On my contract as per my understanding it states that i am covered for 60000 km and should there be anything extra then the client would be liable. Should that not be taken into consideration i have asked for a gesture of goodwill since this has been paid for at initiation otherwise I should be paid back what I have paid to this company and I will pay Volkswagen myself