Services on warranty plan

Good day I have a warranty plan with dotsure and I am submitting for the first time and and been told alot of story. On Monday when I call in to submit a claim this lady telling me that they will not cover wear and tear or old parts I say okay HI Q tell him that I actually drove into a pot hole and the parts got damage. Today I call to follow up on my claim am told that they will not cover because the parts broke due to an impact so am hearing two different reasons.When does that actually cover cause first lady said dont cover old part or damge now they saying dont cover due to impact