WORST SERVICE EVEEEEERRRRRR

So disappointed by the service I've received so far from this company ,I joined them in 2021 and was told all engine faults will be covered ,i put in a claim for my car that has an engine fault had to wait for over 3 weeks with no response to my claim i eventually called in and was told i had to resubmit and i did then waited again and had to call in again was told they cant find my docs and they found the documents again and only forwarded the claim for vetting I asked for my claim to be expedited as I was not at fault for missing docs and that fell on deaf ears now today I'm told they don't cover my claim as it is a wear and tear and no one can explain what that means and where in the contract that is ,I was told it covers all engine faults i was never told about this exclusion ,I want answers