Dial Direct-Car Sound insurance

I took a car sound insurance with DialDirect, insuring my BMW off the market sound. I have been paying it in monthly basis and the consultant told me that. I will be fully covered when i need help.

I now need help and someone from Dial Direct told me that, i can only be helped if the car was involved in a accident or my sound ****** and broken.

My off the market sound, need to be repaired .Its a touched screen and some of the button aren''t working well. I have advised them to listen to the recording and come back to me. This insurance company have pathetic consultants ,how can i take and pay an insurance in those conditions? I m not mad. I always have issues with them when i claim, its either they come with excuses or try to decline my claim but after fighting they approve them. Guys, DialDirect its pathetic and becareful of them.