Worst nightmare service at MSure warranty

I bought a care last year and I got insurance warranty with MSure warranty. my car had a problem three months ago which mixed oil with water, i took it to Hyundai and they called Msure as i was insured with them, they paid for the parts which I don't have a problem with, when Hyundai tested the car they found out that the car is overheating and they informed MSure what was going on, last week i send an email to Charlie and he said he doesn't know anything about that then we send him pictures of what Hyundai the Glen sent us, Hyundai asked MSure if the can take the engine to their engineer to assess the egine then Charlie said he doesnt give authorization to strip the i am the one who should give them, i am so frustrated with both Hyndai the Glen and Msure as my car has been with the dealer for three months now and no one wants to help me they taking me from pillar to post, I dont owe Msure anything i have paid my premiums in advance but their treatment is horrible terrifying and Charlie will ony answer emails the following day which is so unprofessional and email was sent to him at 10:51 yesterday morning but he only answer it today