scratch and dent disappointment

I took out a scratch n dent policy with fnb scratch n dent. I had scraches so I decided to put a claim through. When I logged the claim I told the consultant that its a bmw I want to use my own rmi approved company. Everything was agreed. I went out got quotes n pics over a week ago. A week later person by name of siphesihle claims consultant asks for all the pics again...what a waste...then on top of this a week later they get a company called streamline to call. I told these guys I'm using my own rmi company...i sent in everything including quote a week ago. What type of trick is this...im a fnb client for a long time. This is Ludacris and disappointing with the type of service received.