Warranty quote - very disappointed

I called asking for a quote for warranty - the person I dealt was unexperienced and kept telling me that the quote online and over the phone is two different. yet Dotsure advertise for R9 a day - so when I asked for the difference between the both - he said he won't be able to tell me - why is this - shouldnt this be open so customers know what they are getting on either option they provide- Is this a ****? When I asked why you need my ID number for an ITC under quote - I was told that's how it's done - is this a norm?