Scratch and dent

I took scratch and dent insurance from miway, I have been with miway for 10 years, never claimed. My first scratch claim was rejected. However on my app it says accepted. I was not called to be notified about my claim status, I had to call thinking it was approved, to be told it's not approved, but miway just like to say it's approved on the app to close the claim. I'm unhappy about this, I also never recieved the policy documents for dent and scratch, and was not called to claim where the parameters are met. I'm am very unhappy with miway.