Poor Service from Genric Insurance (AVS Motor Plan underwritten by Genric Insurance)

AVS Mechanical and Electrical Warranty, underwritten by Genric Insurance. Would not recommend to anyone. Took out cover when I purchased my vehicle and took out the plan August 2021. Since then I have had 2 claims - Clutch and an oil leak, in both instances, as workshops I prefer (RMI Registered), do not wish to deal with them/mechanical warranty insurers, Genric paid me direct after repairs were done to my vehicle and I paid the workshop direct. On 21/04/2023 my vehicle's radiator burst/started leaking. I contacted the AVS representative I deal with, who confirmed that radiator is covered and I need to send a quote. I requested the workshop to give me a quote, but also to go ahead with repairs as I needed my vehicle back asap (I could not wait and sit without a vehicle). The next afternoon at 3PM (Friday) my vehicle was done and I collected. The workshop provided me with a written quote/report and invoice, which I then paid. The same afternoon I sent all documents to Genric Insurance Claims Dept. On Monday 24/04/2023 I received an email from Genric saying that they will not process a claim as I had proceeded with repair without getting authorisation. They then quoted clauses which I had never seen, signed for, acknowledged at all in the past. My argument has since been simple - this is a valid claim and insured event, and was confirmed by an AVS representative. They cannot in my mind reject a claim simply due to me having my vehicle repaired as I needed transport asap, and claiming from the insurer afterwards. I have since had no luck with Genric claims dept, with a consultant in one email saying I am "misunderstanding the outcome of this claim", and no response from the complaints department for 5 days (only after resending the same email numerous times and reporting to the Ombudsman). I have since also reported this matter to the Ombudsman as well. My opinion is that they are simply trying to get out of this on a technicality, and *********ly. Would never reccommend AVS or any policy underwritten by Genric Insurance after this experience.