Bad service

I'm writing to express my disappointment with the inconsistent service I've received from some Auto & General agents, particularly in their claims department. On 5th and 6th April 2025, I reported a breakdown due to battery and tyre issues. However, the agents I spoke to incorrectly stated that my warranty doesn't cover breakdown assistance, citing that only comprehensive policy plans do. This directly contradicts my printed Auto Drive Train Warranty policy, which explicitly includes breakdown assistance.

Furthermore, when I called Breakdown Assist on Monday, 6th April 2025, I was informed that my policy wasn't reflected, suggesting it might be inactive. I then contacted Auto & General to clarify this issue, and the representative confirmed that my policy is active. However, when I attempted to call Breakdown Assist again 30 minutes later, I was unable to get through for approximately 3 hours.

I believe agents could have simply transferred me to the relevant department or escalated the issue for further assistance, which would have resolved the matter more efficiently. I'm seeking immediate clarification and resolution regarding these discrepancies. I hope this matter can be addressed promptly to prevent similar issues in the future.