MFC Misleading Consumers

I submitted a claim on the 05/01/2018 for my lower bumper to be fixed as I have a Dent & Scratch policy with MFC. To date, I still have not received a response. I called the contact centre this morning only to be told that why did I not report the claim earlier and that my description on the quotation is not correct even though it states " Repair Front Bumper bottom" (Pics included). The agent who sold me this policy in December 2016 informed me that I can bring my car in at a later stage to claim. The only condition was that pre-exisiting dents and scratches would not be covered. The agent I spoke to earlier informed me that i had to report the scratch immediately. How does that make sense? For every scratch should i report a claim?