Mash&dent motor

HI on March 16/2021 I emailed mash&dent motor that I got scratch and dent so they said I must send pictures .after days they emailed to inform me that they declined my case because the scratch is more than 15C meters,I queried why they telling me knw about 15cmeters why they didn't tell me when they offered me this insurance .they said I must write to complain @smartuma .co.za .till today every time I call or email they just play me telling me that they forwarded my case .pls help me