Rejected claim

My wife car was scratched by dog about month ago, the scratch in particular is within the required limit and the scratch was metal deep. We were advised by consultant to compete document and to take the car to their preferred service provider for 2 quotes. Their service provider we're panel beater shop and not scratch and dent. Quote received was within the R3000 limit, but as they are a panel beater they have to strip and repaint the entire door to blend with the metallic paint of the car. I claim was denied as the scratch is apparently over 15cm and we had to re-appeal. So we sent in the new picture with taken with a ruler showing that the scratch is under 15cm. So now I have CMC consultant (Tshilo Rantai) who advised me that the claim is closed and I will need to submit a new claim for the same old issue just to have it rejected and be in the same dilemma that I am currently in now. The matter has been escalated to Tshilo manager (Yasneem) and she will hopefully get back to me hopefully.