service is poor and they are misleading their customers

I've been with auto&general more than a year now ,last month on the 20th Nov i putted a claim on dent and scratch ,and the consulted promised to get back to me but he didnt and few days later i receive an email stating that they wont be able to pay out because the is a different between the details of my claim and my contract ,which is not true and they did not send me those differences i am highly disappointed because they debit every month ,so i will cancel and reverse my money money for this month.