Very Difficult to get a claim processed

In december 2104 i purchase a new vehicle from Kia Umhlanga and they include a renewtech plan with was suppose to take care of any scratches and minor dents you have on your vehicle.This plan has been fully paid for and in december 2015 i tried to attend to a few scratches on my vehicle.we called the number from the policy and they referred us to a panel beater who would take care of the job.the panel beating company had taken out . pictures and sent it to Cmc.About two weeks went past and no answer about the claim.I then called Cmc and they gave me another email addres that the claim mus go to .I informed the lady who sent the claim to resend it to the new address and she did so .A week later i call and no luck .Nobody at cmc knows whats going on with my cl