Highly Disgusting Service Experience!

I have never in my life been so frustrated and almost at the point of tears with Auto & General's service! It's disgusting that as a pregnant woman I have been without my car for almost a week now, that there is no where to turn nor any proper outcome no matter who i speak to at Auto & General and their underwriters Innovation Group all because of incompetence and a job not done properly in first place on sign up of my policy over 7 months ago. In short I took out a fully comprehensive extended motor warranty with them at the beginning of December 2019 for my BMW 316i which the motor plan only expired in February 2020, i have proof of my policy documentation and confirmation from Auto & General and every month since sign up my premiums have deducted without fail or issue, now that i need to put in a claim through BMW Bedfordview, no one seems to find the policy for my BMW, and noone seems to help. The only car found is for another policy on another car i own, so what have i been paying for, for 7 months if my policy was never loaded properly because of poor work done by an Auto & General employee... which is contradictory of the policy documents I have in my possession confirming policy activation!!!!! And what about all the money they are taking for a policy "that doesn't exist"?????? This is all a joke, and to top it off who will refund me the work lost because i have no transport!!! What is the point of being a responsible individual putting in place insurances with reputable (or maybe not so much) insurers for rainy days and as per regulations, if when you need them they have no record of you. Seems like ***** to me, take my money for something you say you sold me but actually never did!!!!