Poor service and extremely ****** car insurance

I experienced poor service and ****** . I had a dent on my car , someone scratch my vehicle at the back . I didnt cause the accident , it was the other driver whose responsible for the accident . The dent is a size of a small coin . They refuse to fix my car , instead the telling me about on going investigation that don't end . The service is incredible poor and not to mention they're are extremely ****** . This is a small scratch not even a dent and they refuse to fix it , what happens in tbe case of a major accident ? They've been sending different people to me. I will go to ombudsman for this and yet if i don't receive a response i will cancel my policy .