Nedbank Bodyline Meaintnance plan

So i have Nedbank Bodyline Meaintnance plan, i log a claim on the 29th of January 2024 which to my surprise i was told i am not on the system for services i am paying for eventually got that fixed and log a claim again on the 5th of February since now i am on the system which ive been paying for from 2022, after logging the claim i was told that the scratch on my rim is to big to be fixed and there's no where on the policy wording that states the length of should be this much or that much - when i asked them how did they determine the length i was told "my boss said so" and my claim was declined