Excuses not to pay but I still need to pay for VAS

I must say after reading your Facebook page and seeing all the complaints that people had about you guys, I lost a bit of faith in Budget insurance. Nonetheless I thought I should give you a chance because I wasn't going to take someone else's experience and make it my own. I have a scratch and dent VAS with Budget. I have logged a claim for a dent that is on my car. When I called the claim I told them I wanted to go to a panel-beater of my own choice to which they agreed to. The quote I received was R2900 which the insurance would have covered. But now I am being told that my claim was rejected because I need to replace the dented area of the car? You can't be serious!!! I've found a reputable panel beater who can fix so what's the issue here? Do you want to do to me what you do to all your customers and just not pay my claim? If that's the case then I am afraid I will have to cancel my VAS with you people because what's the point? I'm paying for a service that I'm not getting? Kahleni ukudlala ngami, nibanga is'cefe nje. Nibosho maningafuni.