BAD SERVICE

I have received the worse service thus far. My claim was not paid in full. The first consultant told me that according to their opinion they felt that the dealer has overcharged me hence they are not paying the full amount. The last consultant told me that they don't pay for diagnostics tests, now I wonder how they are supposed to know what's wrong with the vehicle if they do not run tests? I asked her where in the policy does it stipulate that diagnostics tests are not covered and she had the audacity to ask me Where does it say they cover it? The Manager on shift does not even respond to emails and was not available to take calls the whole day. I have never missed a premium and this was my first claim.