Innovation Group review: Claim not paid

I have. A warranty cover for my car through we buy cars with Innovation Group, I called in on the 26th of June 2021and spoke to a Guy called Kgomotso and advised that the cover does not cover brake pads which I wanted to fix and mentioned that I do however have an additional components cover which will pay ad that I can take the car to the dealer, on the 27th of June I called to confirm that I am heading to the dealer and spoke to Thomas that confirmed the same thing as kgomotso. So the dealer fixed the car and as the dealer called to get payment they advised they won't be able to pay.

How can 2 people confirm one thing and upon time for payment they sending me from pillar to post. This is a huge inconvenience for me. Can you please assist me with this complaint.