Scratch and dent ******* or a cover

I have a scratch and dent policy with Nedbank insurance and filed for a claim 27 March was told to upload pictures and was given a reference number up to now no response I have send numerous emails and made several calls no response. The guy suppose to help Phaladi Molefe is not helping at all. Now think this is a ******* and will escalate it to the ombudsman.cant take 5 months to proceed. A scratch and dent claim.