Pathetic claims process

disgusting service! put in a claim for motor vechile as someone scratched my car had to phone numerous times left messages no one phoned me back with regards to my claim. simply received an email which did not even make sense to the claim someone scratched my car while it was in a parking lot. email stated claim within excess but then someone calls me and tells me excess exceeds cost so claim declined. I aksed her to send me what she told me over the phone in writing but still no email. disputed the claim with them as per the email still waiting for a reply. received an email and sms to provide feedback/ survey but website is lagging so i cant even do that! i am really dissapointed and i want to cancel this policy! excess was more because driver is under 30 years but i was not driving at the time!!! the car was parked the tracker even proves that! Do not trust this insurer cheap prices empty promises. two weeks and not one person has contacted me! i want a refund of all my premiums and i want to cancel this plan immediately