There are numerous other threads on this forum where people have experienced frustrating difficulties with these "whatever happens" policies. The policies are notoriosly problematic. Whether it is done on purpose to deter people from following through on their legitimate claim, or whether it's because there is genuine mass confusion amongst their management over what is and what is not covered, is anyone's guess.?
Keep on applying pressure and become an absolute nuiscance if needs be....and also keep a dated and timed log of any further contact, always try to obtain the names of any person(s) whom you speak to and always ask to speak back to the same person if possible, this action applies a certain amount of personal pressure to the staff involved with your claim when you return any follow-on calls. These Curry's or Dixons (DSG group) after care policies are well known for their levels of poor customer service and the tiresome continual customer runaround tactics that are used.
If the above looks doomed to fail after you have tried your best then take a look at this link. http://www.financevictims.co.uk/extended-warranties/
Some extended warranties are not covered by the insurance ombudsman, but in the case of the Dixons group of which Curry's is a part,.... according to the link above these 'whatever happens' policies are classed in the same respects as an insurance policy.
If after checking; your policy turns out to be an insurance backed policy; then that would entitle you to complain to the Insurance Ombudsman about the way you have been treated and to seek compensation, after a period of eight weeks has expired. You initially need to send a recorded notice of complaint to Curry;s customer services with your case reference number etc, complaining about the unfair and shoddy treatment you have received informing them the complaint willl be made to the FOS if the situation is not fully resolved to your satisfaction very shortly.
If your problem is still unresolved after Eight weeks, you are then entitled to ask the insurance ombusman to become involved and deal with your complaint. Compose any letter(s) to Curry's customer services in a simple clear and concise manner, outlining the events you have encountered in dated chronological order, then send it by recorded delivery. Keep copies and include a copy to the Ombudsman along with your complaint asking for their involvement in the matter.