Bad customer service

I submitted a claim on my dent and scratch policy around Thu 06 July 2017 and was assisted by a claims consultant Nadia vd Walt. I went to the local Dent Tech in Rustenburg in good faith as I expected this company to be an accredited company and informed them that this is a Budget policy. The initial comms requesting photos was as expected but then a claims rejection letter was sent on 12 July 2017, only indicating that Budget will send me an indemnity form to use this company without indicating which alternative companies in Rustenburg are accredited with Budget - I stay 50km from town so can only go there on weekends. The wording on this one quotation was also not what Budget wanted it to be. I approached Dent Tech again requesting them to change the wording telephonically and per email but to date they did not respond. The indemnity document was also not sent as indicated. I expected Budget Insurance to advise me on accredited panel beaters to approach in Rustenburg and did not get this information. My understanding of a scratch and dent policy is that I can claim up to an agreed amount for scratches and dents on the vehicle annually . Apparently this is not true and only a section on the body of the vehicle will be attended to at a time as per the discretion of the assessors, who only view photos, ignoring any other scratches and dents the vehicle may have. The policy document is also not clear on what will be covered. A client can certainly not submit a claim for every small scratch and dent that may occur on the vehicle, this is why we also take out full comprehensive insurance for larger damages