Disappointed by service delivery from Miway

I contacted the claims department to have a minor scratch on my bumper fixed (of which I had fully comprehensive insurance, AND scratch and dent/rim cover for an additional R99 per month)

I was told I could not claim for the minor scratch from my R99 policy. It would need to be from my main policy of which I would pay an access of R5000. Instead of R300 excess on my R99 policy. (I need to express the scratch is not larger than 4cm)

I was not asked for an image nor measurement or any further information with regards to the scratch, nor assisted further with this matter, despite paying this policy for 12 months. This has caused significant inconvenience and frustration.