Scratch and Dent cover claim issues

I went to the mall on a Sunday and came back to my vehicle fining there are two separate scratches in the middle of my two doors. Attempting to submit a claim on the app, I'm unable to do so and subsequently sent an email. Monday I phoned in and no details recorded. Palesa records incident and I waited for feedback. The feedback i got was that 1. The vehicle was scratched against a wall which i find as a serious concern as these findings are absolutely inaccurate and disturbing as damage would most definitely be more severe. These are scratches? no dents how can you claim the vehicle was scratched against a wall when there is no dents involved?. 2 I'm told that the scratch according to my policy only covers a single panel. The policy however states over 2 or more panels, well this is two separate scratches it is on the two panels which are the doors which occurred at the one incident. I have subsequently requested my scratch and dent cover to be cancelled.