they cancelled my claim without even letting me know

I made a claim on the 3rd of October, for scratches and dents, till today....nothing has been done.... only to sign onto my app and to learn that the claim has been cancelled....I tried calling today and a guy called Thabo said he can see that my claim is being processed and he will put me through a relevant department for further assistance.....did I not wait until further notice??....I am a first time car insurance holder and didn't know that this is how insurance companies treat people....I am so disappointed for real