Claim submition

I want to submit a claim on my warranty policy ,The lady at the help desk don't want me to submit my documentation, after I explained the problem I had, she said that my assurance will not pay out as I did not consult with the assurance first. previously there was no issues, the company that prepared my vehicle did it before, and I am use to them sorting out my assurance. <br> This time they did not and asked if I could submit it myself. I don't understand what the problem is.<br> They don't even want to let me submit my claim, or look at it. just no.<br> they promise you everything on the phone. but when you want to claim, they have a set of rules. i never received this rules and cant see how they can enforce this. <br>