Miway MiSmart policy

My car insurance cover includes cover for dents and scratches but when I recently claimed I was sent from pillar to post. I was advised to initially get an assessment but then I was told that the claim shouldn't have been done on the app and that I need to speak to someone else. After a days of trying finally got hold of someone to assist with my MiSmart policy claim. They asked me to send pictures of the damages which I did, but I have not heard back since. This whole experience has not been user friendly from the claiming process to how they deal valid concerns. It seems to me that any MiSmart claims are outsourced and the people handling queries related to scratches and dents are not very helpful at all.