What has happened to actual levels of service?

I have been a MasterCare Appliance (SA) subscriber for at about three decades, I certainly signed up in the mid 1990’s. I make monthly payments every month via a direct EFT from my bank. And I am not a serial claimer; I only call when something stops working. Over the years I have made the occasional claim, but nothing crazy. I had a repair done to our tumble dryer in December of last year, it was apparently a loose wire, but to get that done, I had promises of visits by a technician who failed to arrive and to get MasterCare to respond is very difficult. Their claims on the website do not in any way match up to their service delivery. When they have done repairs in the past, they seem to take an inordinate amount of time, which is not what I expect from a maintenance contract, which is what I assume it is. Anyhow, I sent an email to the company reporting the Tumble Dryer issue, got no response. Went online and sent a message via their message system, and I get no response. I sent a message via their WhatsApp system and finally got a response. But, they try and call once and then send a message saying they can’t get hold of me! I responded with a complaint which indicated that to try and call me once and not get an answer is not acceptable, when they called, I was on another call. I then got a message asking if they could call now, and I indicated they could and spoke with a call centre person. But the call centre person at the other end of the line was incapable of dealing with my issue, which is not complex. I also had previously looked at the website, which recognized me as a customer and showed a list of appliances which were covered. According to the website, when I went on it, and indicated that I needed my tumble dryer looked at, there was a note saying that they only allow one repair per year, which I find patently ridiculous. Can one imagine having car or household insurance indicating that they have decided that one can only claim once a year? I think it is time that the public understood just exactly what level of service they are getting. As a client of theirs since the 1990’s, I have now reached the point where cancelling this ludicrous subscription and I hope that the CEO/MD is reading this. I think it is time that we, as members of the public, get the level of service which is what we expect.