Unhelpful claims department

I have had two interactions with RACT claims people this year(2016). In both instance I got told 'not covered by your policy'. In the first event, when I asked what was covered in relation to events like the one had wanted to claim on, I got some hypothetical advice on what and wasn't covered. A few months later (different event) I got the same 'not covered by policy response'. This time when I asked what was covered I got fobbed off with a 'go read your policy' and told claims does not discuss 'hypotheticals'!
I also made several requests for a name of someone who could answer my questions and was told I would have to go back to the switch and wait for someone from 'customer service'.
I am just guessing about value for money, but I will know the answer soon, as this customer (of >20 years standing with RACT) will be shopping around for a new insurer.

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