Bidvest Insurance - Waste of time.... FRUSTRATING

I bought a brand new vehicle and with it, took this expensive Executive Bodyguard Policy from Bidvest McCarthy insurance. Unfortunately, with only 2000kms done, someone at a mall bashed my rear bumper with a trolley, leaving a 3cm scratch. I took photos of the scratch and emailed Bidvest Insurance, to their stated email, on Monday 8th November, in the morning. I got no acknowledgement, no responses. On Tuesday, after a few calls, I eventually got through to them and was told that I need to get 2 quotes, one of which had to be from McCarthy Autotrimmers, which had to be submitted with 2 photos to Bidvest insurance. This was done and their repairer came in more expensive for a touchup job vs a complete respray of the panel by an authorised panel shop. After submitting everything on Tuesday, I again got no feedback. I called today, Friday 12th , to ask what was happening and was told that I now need to submit photos of the entire vehicle, which only has 2000kms on, and for which I am only claiming for a 3cm scratch on the rear bumper. I think that the service is pathetic and this department definitely needs to be reviewed. Its seems like the idea is to frustrate the policy holder enough so that they either just live with the damages or they just take out cash from their pockets and repair the damages themselves. Bidvest Insurance needs to put the clients first, as they take the clients cash first, before providing any services.