SHORTFALL COVER that I've been PAYING but cant COVER when NEEDS BE

So on the 7th of February 2019 i was involved in a car accident. Followed procedure of loading the claim online, Then later received a call from the a claims Advisor . Send through all the relevant information and documents that were asked. Car was assessed and declared to be beyond repair. I was advised that the once it is approved they'll settle the car with the bank (retail value) and they'll be a shortfall. And i told the lady that i have a Shortfall cover with them.

On the 14th of February 2019 i was then told that the claim was approved and unfortunately they wont PAY the SHORTFALL because i don't qualify. I was SHOCKED because I've been paying for that SHORTFALL COVER for over a year with them. She explained in detail how the calculation is done and what quantifies for it to be paid. To my surprise when i took the cover they didn't explain all that.

I requested a telephone conversation when i first took cover with them to hear if it was also explained in that manner and detail what she has said.

I followed up with MiWay telephonically (19/02/2019) because i haven't received any feedback with that regards via email or any kinds of communication.

Today (20/02/2019) i did another follow up with the Claims Advisor (Via email) and then a minute later i received a call from her stating that she has listened to the conversation and the contract was read to me (AGAIN I"VE ASKED HER TO SEND IT THROUGH TO ME SO THAT I CAN LISTEN AND HEAR IF THE SHORTFALL COVER WAS EXPLAINED AS SHE DID)