Incompitancy of Stuff members

I have Service and maintenance plan from Drivewise and has been with the company since 2018 and have been happy with the service up until the 8th of April 2021. I took my car for minor service and extras were found where I needed to replace some suspension components and a consultant by the name of Frans Mashilo rejected the claim because he doesn't understand the term wear and tear and defines it as car being involved in a sort of an accident. I don't understand why someone who doesn't understand simple English terms is even dealing with claims. I had to pay the dealer from my pocket for something that is clearly stated that is covered on my policy schedule. Please attend to this matter urgently before he chase away lot of loyal customers like myself. Please listen to the call made this morning 9th April 2021 where he rejects my claim saying it not wear and tear, when he does not even understand the term.

I will be canceling my policies with Genric and I have more than one.