paying installments but denied cover for dent because of inspection

i signed up for scratch and dent cover Aug 2019, and my installments have been gong off. Telephonically , i confirmed that my car has no serious scratches or dents on it and it was not taken in for inspection thereafter. in Sept I badly sc****d my car and called in to request it to be covered, it was declined because i didnt take the car in but they would escalate it and call me back. i called in again a week later and they said again they would call me back. still nothing. if it would not be covered because i didnt take the car for inspection, why was i still debited both months for the service and in fact, an agent could have told me or called me thereafter to inform me unless i took it in it would not be covered. ive been with first for women for years and never claimed, now first time i try to , they deny me. i am very unhappy and would a response from them