Extended Warranty Mis-selling

[PaulF]

My partner's car is covered by a third party extended warranty which was renewed for the third time in April.

When taking out the cover, she opted for breakdown cover as well (Green Flag), and this has been added in the first & second year.

This renewal, she asked how much the breakdown cover was going to cost, and the warranty company operator said "it's included this time". My partner asked why it was included this time and not previously. She was assured by the operator that she was fully covered for breakdowns

Well, a couple of weeks ago - for the 1st time, she needed breakdown assistance. She called the warranty company who said "you don't have cover!" - but a bit more rudely than that, and wanted �72 to arrange for assistance.

She was in tears and is absolutely steaming mad. Given what was said at renewal of the warranty, can she re-claim the money paid? There has been no claim under the warranty and either a) the company have failed to provide the service paid for, or b) failed to carry out my partners clear instructions when the cover was being renewed?

I'd appreciate your opinions...

Thanks in advance.