Nedbank scratch and dent

I took out a scratch and dent cover through nedbank some time this year and I recently bumped my car and called in to enquire on the process I should follow to claim and I was transferred from one department to another while using my own airtime and also had to hold on for long to end up not even being assisted, one of the consultants that I spoke to told me that my cover is inactive while they debit every month and she told me that she would send and email to a certain department for them to check on my policy and would get back to me with the details to claim,I still await for an email or call from nedbank till this day. I am extremely disappointed in nedbank and very angry at the same time as I am not getting the assistance that was promised when I took out the policy.