Beware of ABSA/Innovation Group Vehicle Warranty, they refuse your claims

I phoned to report that my front window mechanism was broken, the consultant told me it will be covered that I need to take my car in and the dealership will submit the claim. They then refused the claim, as apparently they only cover the window motor and not the mechanism. After I was told that it would be covered. I tried phoning to clarify this and get the recorded conversation, firstly the consultant had zero manners as he kept talking over me, and then proceeded to tell me that he can't help me if I can't tell him who I spoke to. I did not take a name as I wrongly assumed that I am talking to a knowledgeable person, never did I imagine that this would happen. So they are happy to take your money but then just as happy to refuse your claim.