Poor service and selling lies

I was offered insurrance with Nedbank in 2023 for my Fortuner of which i was offered R200 rebate if i should move my bank acount from Standard bank to nedbank of which i did and i am receiving the R200 rebate. I was further offered a R70 000 warranty on any repairs with comprehensive cover of which i accepted and am paying for. Now my vehicle has a mechanical problem and Nedbank insurance claims that i am not covered for this. Is this the kind of service we get from a leading Bank like nedbank. Today the 08/01/2024 i spoke to around 9 different consultants, with the call duration of at least an hour and still not resolved.