Bad Service when lodging a claim.

In 2019 i took out insurance for a 2nd vehicle. In December 2020 i wanted to claim from the scratch and dent part of the 2nd vehicle only to find out that I dont actually have that cover on my 2nd vehicle as I never asked for it. This was never offered to me nor advised to me that I should take out a seperate policy for scratch and dent on my 2nd vehicle. However on this call the agent offered me scratch and dent and I agreed for the 2nd vehicle. In February I lodged a claim for scratch and dent regarding a seperate incident only for them to decline me saying I dnt have cover due to me not bringing my vehicle in for an assessment. Nobody advised me to bring the vehicle in for an assessment and I have being paying for this insurance. The agent then advised me that she will pull the recording. It has been 2 weeks, I followed up with someone promising to call me back and I am yet to receive feedback. It has been nearly 4 weeks since the incident took place