Warranty Plan

I'm highly upset and confused, I took my car in to Ford for Service on the 1st December 2025. I asked them to check if there is any mechanical faults, which there was and they send me a Quotation for it. The process on waiting for authorization took longer than expected, got it today which the manger was saying they can't pay the full amount because of outstanding amounts from June,July, September 2024. I disputed it because last year 2024 I did a service on my car, however the consultant handled it and went back to the manger and it was sorted. I'm happy it's sorted out now.

The I asked to be transferred to the warranty department, to check the status of my warranty claim. The consultant told me they can only pay for higher amount on the claim, she was talking about limited of indemnity, which I was lost. I asked her to call the manger which is Tumo, he also explained the same thing and I was still lost. The cover components says unlimited, which he tried to explain to me but I'm still lost to why what ever fault there is on mechanical side only a limited will be paid. Whenever this policy was sold to me over the phone nothing of limited indemnity was told me, I was told everything on mechanical faults will be covered.

I need clarity on why all my mechanical faults are not covered. And why it was not explained to me when this policy was sold.

I'm literally calling the department two times now and no answer, clearly your consultants don't want to talk me