Frustrated

I am very disappointed with Dialdirect. So I took a valued added product for Scratches and Dent cover and I had a claim I submitted for a scratch on my vehicle. The feedback I received after my claim been finalized was that I need to either pay a shortfall or go to one of the RMI they affiliated with to do a quote and have that submitted to them. I did a quote for the same scratch I claimed for and the quote was lot lesser to what they have told me. After I have submitted, I was then told that my claim has been escalated to Management for re-assessment, until now I have not yet received any feedback...I believe it is now over 2 weeks of waiting for the management to give me a final answer regarding my claim. The person I have been dealing with is Bliss Mutevhe, I have sent him emails following up on my pending claim, but just a simple reply updating mr regarding my claim - nothing at all ( No feedback whatsoever) I am really frustrated.