bad customer service expeterience

I am a momentum client with a car cover, I had an accident where i hit the pothole and the bottom of my car got damaged. I submitted a claim last Monday the 17th of October 2022, the consulted started telling me that i had an intentional accident due to the fact that i drove to the nearest fuel station after i hit the pothole. This accident happened in the evening around 20:00pm and i am a woman, it is only natural to go to the nearest fuel station for examination and safety purposes. The impact of the pothole did not show immediately. I am still sitting without a curtesy car; the claim hasn't been approved. I am currently using public transport but yet i have a car insurance cover. This is a bad customer service; I am disappointed with how the claim has been handled. we are treated with so much warmth and respect during sign up but when the time for claims happen, we get treated like *********