Paying for nothing

I am fed up with Dialdirect.They have an excuse for not paying even a claim that you've made after decadest!!!They just eating my money and refusing minor claims saying that's you know it will affect your cash back bonus That means we paying 4 years installments to get 1 year cash back after 4 years?Is this an insurance or a moneymaking scheme? What are we paying for!!!! Dial direct had a problem to pay every claim but they'll phone you a 1000 times when it's annual increase time!!!!What for???