paying for policy but cant claim for it

I have car hire on my policy but when I phoned to claim, the consultant told me I dont a policy and asking her to check and giving her dates when taken out she said i have a policy. When wanting to claim i was told i can't even though i will be paying for the cover of the vehicle. I was then put through to a manager and told her i needed the car hire but was going according to a scrip and not using her discretion. I told them i will cover for the dents and car hire and will only need to put through a claim for car hire but was told long stories. So why do i pay for a policy when wanting to claim i'm being told stories. I wonder if my car is written off or ****** will they payout if they already starting with stories. They should refund all my premiums if they are unwilling to assist and i'll find an insurer who is not only interested in taking my money.