Premium Warranty issue

HI,

I brought my laptop from USA and have the basic warranty which is valid till 23 rd may 2020.I travelled back to India and due to COVID 19 world wide lock down i was not able to travel back to USA. Unfortunately  my laptop got crashed and i cannot claim the warranty here. so i upgraded my warranty (as the laptop is in warranty period )  to Premium warranty which is valid till 19 may 2021  and now i want to claim the warranty.But the customer support is saying different thing.

So my question is here can i avail the warranty or not if not why i cant avail the warranty.

I need help here .

Thank you in advance.