Policy never explained to me

I have a policy with SA warranties and when we traveled to East London during the festive season, my egr valve broke and had to be replaced. I did not know that my policy covered this as my policy was never explained to me when I bought the car. When someone phoned me to say the policy was going to expire at the end of March, I asked what it covered and they informed me. I then sent my invoice through to SA Warranties with evidence of the corroded egr valve. They then rejected my claim based on the fact that I did not phone them beforehand even though it was over the festive season and could not get home without fixing the car. I requested a manager to call me and so far I have been ignored. Appalling service from SA warranties.