Hidden costs and bad customer service

My motor extender policy seems to not meeting my expectations as I am expected to pay for diagnostic test. The insurer want fault report so how do they expect to get that if they don't authorize payment for that to be carried out.

I am very frustrated and it seems I cannot reason with them as I don't even have the direct number if a person I'm dealing with, I'm relying on emails which cannot be answered promptly.

I have to borrow so they can get what they asking for which is not so very fair. I am extremely disappointed