denial claim

they are ******, I have main insurance with them than took scratch and dent with them. after a year of having insurance with them 1 august 2025 I had a smaller incident where I just scratched my car. I claimed immediately with them and they said I have claimed with the main insurance but I said no I am claiming on the scratch and dent and whoever I was talking with her on the phone told me that she can not see an scratch and dent under my insurance I had to go into my bank app and explain till she got it and now while they say they are busy with it out of nowhere I received email on the 15 august telling me I have withdrawn claim whereby I did not do such. i contacted them again asking when did I do such and they explain that that scratch is more than 30 cm and they cant cover that and I asked them when did you tell me that there do not cover big scratch or scent scratch? they manager to answer me and I asked them to cancel that scratch and dent insurance and they should give back my money since they failed to pay. they have not even come to excess my claim but already saying the scratch is big they cant help also my question is because I have main insurance they want me to used or what