Not Happy

I have a policy with them for warranty cover and I had a problem last month with them and they rejected the claim advising the parts are not part of the cover they offered every time there is a claim they have some issues this is the worst company to ever use for warranty to date I have not received the letter stating the reject so I had to pay R20000 out of my pocket to get my vehicle repaired.so why did they sell this policy if they do not explain or tell you what is covered or not. Please can I have the letter as to why the claim was rejected and a detailed reasoning for this and your call centre is useless they cannot assist