STAY AWAY!!! Extended warranty plan. Poor communication

I have a motor warranty with them. Unfortunately, I am finding the need to claim due to my income generating vehicle needing an engine component.

The workshop notified me that Dotsure does not cover the parts. After me requesting the audio recording, you can clearly hear me asking the consultant if they cover certain common parts and she said yes... And it was on this basis that I went with Dotsure.

Now when it's time to claim, they are making me jump through hoops and I still don't have confirmation that my claim will be approved. It's not a small job and it looks like my car might need to stand even longer, and I am losing money. I will NOT recommend them to anyone who is looking for an extended warranty company My next step is the ombudsman.