Terrible experience with Automagic/Auto&general/ RSI Autobody

I have a scratch & dent policy with Auto&General. My vehicle was booked in with one of their service providers which falls under Auto magic and is called RSI Auto body. The scratch was on the front bumper, the vehicle was taken in on 3 Feb 2020. I received the vehicle back on 6 Feb 2020. In January my vehicle was at BMW for some sort of sound diagnostic. My experience at RSI initially I found that they were very friendly and helpful and I thought that my vehicle was in goods hands, I spoke to Quintus. On 6 Feb when I picked up my vehicle I heard a sound which I was not sure about and called BMW to book the vehicle in. On 11 Feb my vehicle went to BMW. BMW called me to indicate that there was some damage on my vehicle and if I had the bumper taken off, as the *****s are missing as well. To which I responded yes that it was at RSI and if there is anything wrong it should go back to them to be checked. BMW took pics of the damage and sent it to me, which I forwarded to Quintis at RSI Auto body. On 13 Feb I dropped off my vehicle at RSI Quintus informed me that when they removed the bumper there was no damage visible. Not long after that Quinus calls me and says that the damage seems very old and it could have happened a long time ago, and he spoke to Chantal who was present when the bumper was taken off and she did see the damage but did not think that it was important to inform me as the vehicle was in to repair the bumper. We argued about this and I escalated the matter to Auto magic/Auto & general. My concerns were as follows: Firstly, I was informed that there was no damage, secondly I was informed that the damage was there and it is an old damage, and Chantal had seen the damage but did not think that it was important to inform me. Why did RSI not inform me of the damage and why did they not take any pics of the damage? For weeks and I constantly made follow ups with no proper feedback. I then receive a mail from Piet from (Automagic) indicating " Good day Spoke to Rinus at RSI. The bumper cover under the front bumper is damaged not due to the claim as the damage was for a scratch to be repaired. With S&D repairs , there is no parts allowed. Client need to replace it for her own cost". I then queried as to how did Piet get to this conclusion when nobody even contacted me to even find out about my complaint, or even inspected my vehicle, I was then informed that PIet will do an inspection. Piet did an inspection and then called me and said exactly what was mentioned in the mail previously. I then asked Piet to send it to me in writing. I did not receive anything so I sent an email to Automagic querying the following: "As per telephonic conversation with Piet on 6 March 2020, he was supposed to have sent an email with his explanation,which I was not satisfied with. I would like for this matter to be escalated to Auto and General as I am insured with them, and I am not satisfied with the outcome from Piet. Till today 26 March 2020 no response. I would like to know as to why is RSI not being held responsible because they have blatantly **** to me about the damage being there and not being there, why they did not take any pics of the damage? Why were there *****s missing? This question I even asked Piet what if the damage was caused at the negligence of RSI due to the missing *****s, I could have went over a speed bump and caused the damage. He then said that it is my responsibility not RSIs. According to Chantal's explanation she was standing right there when the bumper was removed, and the the vehicle was driven and removed from that spot, so my question is what are the chances that because the bumper was out and the vehicle was driven without the bumper could it not have been damaged then? In my opinion Piet has been bias in his findings, and Auto & General has not even contacted me to discuss my complaint and dissatisfaction.