WORST CAR INSURANCE

I insured my vehicle with Hollard Streamline Car Exterior Interior Insurance Cover, I called them to report a small scratch on my car and a cigarette burnt hole which is covered by the insurance, I was told to send the pictures of the scratch and I did, they sent me an sms that the claim is rejected the scratch is more than 15 cm and they didn't even bother to let me know about the other matter of the small burnt hole, I called them and I was assisted by a rude lady on the phone I was so angry I want to cancel this policy with Hollard streamline as they are not helpful, I called again today to log another claim for the cigarette burnt hole and I was told that I bought the vehicle with the burnt hole so the dealer I bought of from should've fixed it for me not Streamline- I am not happy at all with their service, they talk to you nicely to take their products and this is how they thank you - WHAT ARE INSURANCES FOR I THEY CAN'T HELP YOU