I was offered a scratch and dent policy by budget which the consultant told me it's linked to the main policy

I was offered a scratch and dent policy by budget which the consultant told me it's linked to the main policy.When I went on my budget app to view the policy it's not there.When I called budget they say it won't be there I have to call them to do a claim.When I asked for a refund on the 1st debit as this policy is not showing on my budget insurance app after all it is a budget insurance offer.I feel I have been ****med by budge***** the same insurance company so why isn't the policy showing on the app?How many other people has budget collected free money from?These companies are so sweet when offering the policy so why don't they tell us all this before we sign up.Why must the customer call to query.