my claim denied

I purchased a car with Auto pedigree in October 2021. When I heard the noise from the brake pads the next month, I took the car back and they were replaced. In the year 2022, I went to replace tyres with smart tyres because they were worn out. They called to demonstrate that the control arm on the left is finished while they were in the middle of a process. When I returned to Auto Pedigree to report this, they advised me to contact M-sure because I am insured with them for the extended warranty. When I called m-sure, they told me that my account will only be operational in February 2025. I'm still perplexed as to how that is possible if I'm paying for m-sure but can't access it.