Wesbank... No communication and no cover but I have to pay! My premium

Vw south africa does it really cost R90 000 to replace a dpf filter? Might as well buy another car.wesbank... I thought the reason of having a maintenance plan is so that I am covered in the event of a part failing or needing replacement? 10%of the amount is unacceptable. Do you cover anything at all... How would I know... Only when I need to claim you guys leave me in the dark with not at much as a phone call or response to emails? I have been a customer for years and it's disappointing, sitting with a problem and absolutely no help or communication from you!