Motorite refusing to pay me back for towing services

Hi, i took out a warranty which covered me for emergency roadside assistance, i used this benefit last week saturday and i was told to pay the towing service cash and i would claim the payment back from motorite on monday. On monday when i called to make the claim, they told me i cant claim the tow because i do not have a claim for repairs on my car. this was never disclosed in my contract and was not disclosed when i registered the call to be towed aswell.