Extremely bad service

Auto and General's service is appalling. A simple claim for a washing machine resulted in a whole back and forth. I called to ask for guidance and advice before submitting the claim, wanting to make sure that I can claim. I was advised that I can claim and I presumed that there would be no problem with the claim. Now I am given long stories and I am basically told that the claim is not valid. Well, A&G I am cancelling this policy with immediate effect. I am paying for a service, not this that you are providing to me.