Scratch and bent policy FNB

I purchased a scratch and dent repair policy from FNB product line . After paying a few months I wanted to do a claim for a small 60 mm scratch and my cars boot . FNB referred my claim to motor write . A lady called me after the second time sending a e mail to there claims department. Now I ask . On the adverti*****t it spulated it is a Hassel free claim . I beg to differ . I asked if the can cancel this policy, I was transferred to cancilations and the never answered. I have also sent a cancelation email to them with no reply to me it is Terrible sirvice on there behalf. It is such a wast of money . I have loged a call with FNB still no one has called me to solve my issue . Been a private client means nothing .