Claim query

I took a dent and scratch policy with them , been claim free for months last month I had an incident and my for light was broken and the bumper had a dent . I put a claim thru and send them pictures , surprisingly the claim didn't go to dent and scratch they put it under main policy .Every day you will receive a call from a new person you will explain your story with no help. Then they referred me to Renew it at Green stone that is the only panel beater they work with of which that was never disclosed when I took the policy. I requested a re-assessment on the vehicle and a closer panel beater that can help me with the repairs. The matter is still pending until today