Honesty about declining of claims all the time

I phoned the call centre to enquire and get permission if I can book my car in for repairs. Instead of a direct answer on the question I am asking, the call centre agent informs me that the claim will be declined. She goes on to give an unrelated scenario upon me questioning how she can indicate that the claim will be declined despite the schedule stating that it's covered. I am utterly shocked at the "honesty" displayed by the call centre agent that Innovation group is simply out to make money and that claims will always be declined.