I was refused my second service by Webuycars innovation group extended warranty

I have an extended warranty for my car with Webuycars which is administered by innovation group and Yesterday my car needed to go for service and my claim was declined due to our kilos being "over", but when i inquire with the place where they are servicing our car/ the dealership(Mercedes Benz Bloemfontein)the kilos were still fine and not over as innovation group claimed. I called for assistance of the claim to be reviewed the whole day and no one was willing to assist me but my call kept on being forwarded from call agent to call agent with no valid assistance. When i requested for the supervisor, at first i was told there was no supervisor available, then they said the supervisor was in a meeting, ( for the whole day I must add), the supervisor is busy on a call and that anyways they are not allowed to give out supervisor details or to transfer the call to him. I insisted on talking to the team leader or supervisor and finally when I was linked to the supervisor, Larry Glen Malungane, he said he understands and will sit to it that I am assisted and he will call me back which he never did, he is now avoiding the calls.i called again and again when we saw that time was not on our side as the service was being done in a town we don't live in and we did not have accommodation in bloemfontein since we stay in mafikeng and we needed the assistance faster we were told LARRY GLEN MALUNGANE had already knocked off, and this was soo unprofessional of him and there's nothing that they can do. These are all the call center agents i went through to get a mere assistance on a service which the premiums are paid fully for but got nothing: 1. Khaya Nako 2. Sello Bambo 3. Dineo Madiba who was particularly very rude also 4.Nkosinathi 5. Larry Glen malungane, more than (5) agents none better than the other. I was even told that we are supposed to call in if we see that we are going to exceed the kilos recommended, but when we ask were is it stipulated in their contract they do not answer, and mind you i had a valid reason as we live in the northwest and had to travel home abruptly to Limpopo for a family funeral which it was an emergency. Innovation service is poor and unprofessional and I am very unhappy at how they handled our claim which it still remains REJECTED, infact they now say i do not have any policy it has expired but the documents says it expires end of September2026, the policy is fully paid for I repeat, they are supposed to handle their customers in a better manner. So I paid for 2 services but only received 1 service. This people are very rude and unprofessional especially LARRY GLEN MALUNGANE & DINEO MADIBA.

Something must be done with this people because this is daylight *******, I paid them in full but when I am now claiming they are refusing to pay for my service