Shocking!!!

I am so very frustrated! I have had their scratch and dent policy for about 5 years and have never used it. Finally, decided to use it for much needed maintenance on my vehicle. I requested assistance as to how to submit my claim. Info provided. I was instructed to go to a specific company to have my rims assessed. So...take time off from work(during COVID), follow their instructions and on my home, i get a call from the service centre saying that my claim cannot be processed. Upon many queries later, i discover that they are having a problem with the service provider THAT THEY SENT ME TO!!!!! I was then asked to take my car to a provider some 45kms away!!! I refused. And a week later only, was given verbal authority to go to HiQ(not a happy client but I go) This was last Friday! Still waiting for Collision Management to rear it's ugly head with a response. In the mean time, the damaged rims are causing further tyre damage. No response to my emails. I am shocked at how pathetic their service delivery is.