The people are all nice but after buying the "exte...

The people are all nice but after buying the "extended warranty" at Belzer's when we bought the car and were assured it was bumper to bumper, why do they have to call someone to make sure it's covered before they'll start the work? I could understand if we bought that very expensive coverage at some other place but we got it right at Belzer's. It eventually turned out but endured the hassle of "what if" for hours.