Listening is a skill

I called in this morning to enquire about my policy and also see what the company will be covering for under my policy when my vehicle goes in for a service. The call was answered by a lady name Areolia or something like that. I requested that she please and me a breakdown of what the plan will cover when I take my vehicle for service. After waiting on the line for about 5 minutes she eventually accessed my account and sent me a policy schedule and wording. I went through the documents and I explained to the person that I need a breakdown of what will be covered she advised that she can’t send it too me because she already has. I explained that I don’t not want a generic wording but for this person to actually check my profile and when she checked low and behold there was this that was authorised and not paid for and there for this will not covered!!! I said to the person I have a breakdown of the service that was done last year and was told that is not enough I have to go and get the documents from the dealership…. I mean honestly listening is very important all I have been asking was for a breakdown of information according to my policy. The person on the other end of the call was very irritated because she did not want to listen to me!! At the end of the day I would have booked my service and there would have been an amount that I would have had to pay in because the agent at Motorvaps was to lazy and refused to go into my policy and check!!!! This all could have been avoided if the age t took the time to check my policy from the get go instead of referring back to a generic policy wording