auto and general motor warranty is a ****

hi i took out a warranty motor plan with auto and general for my polo i have a knock on my suspension and my driveside window wasnt going down which i didnt know what the cause was so i call aunto and general claims department and when i spoke to a consultant which advised i need take the car to vw in mooi street jhb for a "fault report " i thought the knock was from the suspension the consultant didnt they said the poicy doesnt cover the shock mounting and window control unit i had to pay vw a diagnostic fee of r1115.00 which i had to borrow money for them to release my car its s till not fixed i was very upset why are they offering customers this policy if they have to pay for diagnostics