Looking for every excuse not to pay and rude!!!

I submitted a claim for a scratch that was rejected. It was rejected because apparently the paint is peeled off and the metal is showing and also the size of the scratch. I had a quote done and the size was mentioned but the consultant is using assumption because the metal is not visible on the car. I am not a panel beater but I am sure a cut and polish will solve the problem . I had paid for this policy now for a long time and when I decide to put a claim through I get excuses.