Dent and scratch benefits not as requested

Took out new dent and scratch policy on new vehicle but struggle to get them to send policy it but been paying. I requested the same policy as I had on old vehicle in July 2020 and now when requested free wheel alighment and inspection they say it is not included. I send email on 29 January 2021 after calling requesting recording of the day as I did not receive what was promissed and I am paying more. Still no one responded or called me back but the deduct money each month.