Bad service

I reported an incident on my dent and scratch policy which I have with them from 2016 and has never claimed. I reported it on end January 2023 for the scratch in the car. They sent that lowsy app to take pics and the pics didn't come out right so they said I must forward it to the email address they provided but they never responded or come back to me. I tried calling them but in the middle of the conversation you got cut always and they dont bother returning calls. This app they use is **** ******* ,nonsense and useless. I can't keep calling as if im not paying. They must do their part and repair the scratch. Should they deduct this month I'm going to return my money. They can't just deduct and don't offer service when needed, this is bull****..