Not ethical in their claims approval. Decline - Decline - Decline!

I have claimed once since December 2017 which was in September 2019. Two years o no claims at all. I tried to claim now and was told that I cannot claim within 12 months. of the last claim. However, I made a phone call in December to perpusly ask when I can claim again, they sounded clueless but confirmed in the new year. It is a new year! I then asked for their complaints process and to pull the recording which I haven't received yet. What an absolute joke of product. Especially when I paid all the fees upfront in one lump sum. Car dealerships should not advertise this product as it gives them a bad name with them.