refusal of claim payment

I have a policy with motorite For 3 Years... I Tried To Claim For The First Time This Year When My Engine Broke. .. I'm so disappointed with how they treated me... I was made to call the call centre everyday for 2 weeks with no luck of anyone helping me... I finally spoke to the guy by the name of Warren who asked me to send the invoice and job card after I had paid for the work done in my car with money from my pocket.... I sent all the documents and I was told they won't refund me money.... we pay for such policies to assist in times like these... but it seems like the only thing motorite cares about is taking people's money...All I want is for motorite to refund me all the premiums that I've paid all these years because it is clear that I was throwing money in the bin....