Poor Service

I had a very terrible experience with my warranty plan insurance from Dialdirect. I sent through a claim, my engine was overheating due to a failed thermostat, they took forever to respond, had to call them several times before they could attend to my claim. When they finally did, they refused to pay for my engine, they said they will only pay for the thermostat. I asked them to explain why, they told me a consultant will call me for feedback, still waiting 2 months later. Sent a complain to their despute department, was told turn around time is 15days. It passed, called them for findings, was told the person handling the case is not in but will call me back. Till today, I haven't heard anything from them.