Disgusted

My dad took had a warranty plan with another company and cancelled that policy to take up the policy with Motorvaps. my dad is 80 years old and bought his vehicle as is a while ago. The car was serviced regularly. My dad asked the consultant what is different with their policy he told my dad the their policy is the best and will not have any issues should he wishes to claim in the future. Murphys law my dads vehicle wont start intermintinly. we called the claims department and explained everything to them. They told us to take the vehicle to an RMI approved repairer. I was also told that we need to give the repairer the authorisation to strip the vehicle and we couldnt understand why we have to give the authorisation. I was told its in the policy. My dad is 80 years old. you have to explain this kind of stuff in detail as they wont understand the terms they use. We gave the authorisation to the repairer to strip the vehicle and an assessor was appointed. The assessor compiled his report and says that there is no claim as someone used the incorrect tool to open a part and it broke. i tried telling Motorvaps that we bought the car as it is and no one has touched any parts in the vehicle except when the service of the car was done. i am so disgusted with the was my dad's claim has been handled. it seems as though that the claims consultant dont have a clue on how to handle this type of claim. i also mentioned to them that this falls under sudden and unforseen circumstances which is covered. I have asked numerous times to allow me to speak to their managers but they wont allow me to. My dad is so upset and stressed out because of all this. the company has not shown any empathy towards my dad as long as they take your premiums. False advertising.