Car warranty insurance claim denied by dot Sure / the Unlimited

Late Last year( 2024), approximately a month after a life- changing medical event, while I was in an acute care facility, I took a car warranty policy with The Unlimited. Just over a month ago ( close to a year since the policy was taken, I logged a claim for my vehicle. I was informed by The Unlimited that I needed to contact Dot Sure for my claim. I submitted all the required documentation/ information twice or3 times only to be told on the spot by the agent that I confirmed receipt of my documents with, that my claim is denied. I then queried this again and was once again told that my claim is denied. Reason: wear and tear claims are not paid/ honoured. I countered by stating that when I insured the car: took out the warranty policy, the vehicle was 9 years old; Now it is 10 years old, surely when they agreed to insure a 9- year old car some reasonable wear and tear should be expected so I don’t understand why they agreed to insure it at age 9 in the first place if wear and tear repairs would not be paid for. They knew the age of the car when they insured it and the car has a full service history- at car brand dealerships- which I submitted as part of the claim. I need to have the car fixed as I rely on it for my recovery Following the medical event that I had last year, I have to do physical, speech/ cognitive therapy every week. This is a 120- kilometre round trip that I have to undertake every week. . Due to physical mobility limitations I am unable to take public transport:

PUBLIC TRANSPORT would mean:

1. about 2 or 3 hours in. Travelling time one way and 2 taxi changes. 2. Additional taxi fare (For 2 people) as I would need someone to not only push my wheelchair, but to also take off time in their day to make the trip with me. every week.

Taxis and taxi drivers are not wheelchair friendly as the driver has to be the one to fold the wheelchair and help the passenger into the vehicle; and wheelchairs take up passenger space as there is no boot space in taxis. So now I have to borrow a vehicle from extended family and friends in order to go for therapy- exposing myself to further financial risk and stress than I already am in.

I sincerely don’t understand why they would insure an old car when such cars carry reasonable wear and tear then turn around and say that wear and tear damage claims don’t get paid. I never missed a single monthly premium.