Scratch & dents Claim rejected without a reason

I logged a claim at Mi-way for Scratch and dents that occurred onto my car on the 18 March 2021 and they gave me a claim no T411088 therefore they told me the verdict will come back after 3- 5 working days and then i was called by Sipho on 25 March 2021 telling me that my claim was rejected because my scratch is longer than 15cm and i told him that this was never explained to me when i took the cover, why are you tellling me now when i claim, then he told me that he will sent an email to explain the rejection but he failed to do that. On the 26 March 2021 I called the phone was answered by Julia this time she told me that the letter of rejection is sent to claims department they will send it in 2-3 working days. Today is the third day still nothing and i phone again then at first my line is dropped and i call again then my line gets answered by Bram he tells me that they will sent the letter after 10 working days, then i rep**** him by telling him that i spoke to Julia and she did not tell me that she told me in 2-3 working days my letter will be sent but he then changed to say he will send my letter urgently and he confirmed my email address.