I agree that Warranty Direct SUCKS. The rear window glass on my convertible top disconnected from the top. My local Toyota dealership doesn't do any top repairs, so they referred me to an auto upholstery shop. I also contacted another upholstery shop and BOTH places told me that there's nothing that can be repaired/replaced, and that the ENTIRE top has to be replaced.
Before having my top replaced, I contacted Warranty Direct to get an approval. I was told FOUR different reasons from FOUR different people why the top wouldn't be covered. I was told they don't cover glass (although there's absolutely nothing wrong with the glass). I was told that they don't cover upholstery, and the top is considered upholstery (there's nothing wrong with the fabric portion of my top and and my policy does not define what upholstery is - I consider upholstery the seats/interior fabric, NOT the TOP of my car). I was told they don't cover seals/gaskets (that's fine, because there is no part/seal/gasket there!) I was told by a manager that it's not being denied because of glass, upholstery or seals, it's being denied because they need a part number to put in their system (and that's just fine, because I'm sure the top repair company can give me a part number).
I'm not trying to get something for nothing, but my policy says NOTHING about convertible tops being excluded from coverage. The fact that I've gotten 4 different answers from 4 different people tells me they're full of crap.
I'm going to fight this - and you should too! I was told by someone from inside the company to request a "Claims Review" from Mr. Larry Cassani, the head of the claims department for Interstate National Dealer Services, (333 Earle Ovington Blvd., Ste. 700, Uniondale, NY 11553) the company that underwrites Warranty Direct. Mention that you'll be contacting the BBB, the state insurance commissioner & the state Attorney General. I'm also going to contact a local news station that runs stories on issues like this - especially now that I know that Warranty Direct has a call center in nearby Charlotte, NC!
