ACTIVATE BY ABSA INSURANCE COMPANY- PATHETIC SERVICE

my car was damaged by hail during December holidays and I scratched it during that processed of trying to safe my car from further damages from the storm. I called my Insurance which Actvate by ABSA, to report the incident,I was advised to registered the claim online & I asked the lady how should I do it cause there's a dent as well. She advised I do 2 separate claims. I told her that its not a separate incident. I logged those separate claims and now they are asking me to pay 2 excesses& I told them that I can't pay that as they are the ones who decided to separate the incident. They take time to co respond to my email. They are very unprofessional and I wasn't expecting this kind of service from ABSA