Useless Service

I joined Auto & General Scratch and dent policy in 2014 for my two Hilux Bakkies, ive never claimed once since then..So now that i want to claim they give me flawed rejections...initially they said their assessors rejected the claim because the cost of repair exceeded the cover amount, so they said i can send my own quote from an accredited repairer...thats what i did...just now i follow up on the claim they say claim rejected because there's rust on the panels