Pathetic and poor service on warranty

My partner had a recent encounter with this company where he had taken a warranty policy with them. His car has an issue with the water pump and as per the company we were told that it will not be covered because it falls under WEAR AND TEAR. When we contacted other companies and enquired about the following issue we were told that it should be covered and does not fall under wear and tear. We then contacted motorvaps again they were extremely rude and said that there's nothing that they can do. Also if I recall the consultant who sold us the policy made it known and clear when posed with the question that I must take the car in to the nearest RMI approved garage should I I experience any problems so to not incur further problems and damage of the vehicle. This is what I did and to my disappointment I get such a reply. Their service to timeously paying customers is pathetic. The matter is of urgency and we have still not received any feedback!