Unsatisfactory service

On 2020-12-22 I reported a damage on my car insurance cover for Scratch and Dent and I was assisted by the lady called Kelebetsoe Monyakeng. She sent me a WhatsApp message telling me that I shud send relevant information to them so that the damage can be assessed urgently. I sent her the photos of my car's damage and some information she requested via an email and later that day she sent me this WhatsApp message: Apologies, photos have been received via email. However the assessor advised you will need to Claim from your Comprehensive cover as the vehicle requires inspection inside the engine area and also parts requires replacement as well therefore you cant claim from the Scratch & Dent Policy. And this was my response to her message:I don't understand y i should claim 4rm my Comprehensive cover as there's no part inside the engine that needs to be replaced except the damage that you see from the outside. For your information there's no damage inside the engine that needs to be replaced, and this is what she said:Will advise the assessor and revert back to you, thank you. And that was the last time I heard from them. Yesterday I Whatsapped them and this is what I said: Hi. I'm still waiting for your response until now. I can't be paying the cover and when I have to use it and u come and tell me this stories. I needed your urgent response now and this message was also ignored and onli shows two blue ticks to show that the message is been read and today I sent the lady an email as I saw that my WhatsApp messages are being ignored requesting a response as she promised and the email was also ignored because as I'm sending this email I haven't received any feedback from them. I wonder if this is how Budget insurance conducts its business. Do they treat their clients with no respect. All they care about is taking their money from our accounts every month and when you have to use the policy for the purpose you took it for one has to struggle and be told lot of excuses. If this is how they run their business it reflects bad business. I'm heartbroken, stressed and frustrated by the treatment I received from Budget insurance scratch and dent and I'm thinking of canceling this policy because they act like ****** to me and I can't do business with ******, people who are not transparent and fair.