IUA to be avoided at all cost

I signed for a small scratches and minor dents cover with IUA. The policy was administered in conjunction withe PPS and premiums were paid to IUA through PPS. This past Sunday my car was scratched by the garage door and I consequently lodged a claim. My first point of call was PPS and I was referred to IUA on 8 January 2018 . At IUA I spoke to Brandon who stated that he has no record of my policy. What strikes me is that the policy has been active since November 2017 and premiums are deducted every month. If there is no record of my policy, my question is where is the premium money allocated to? These are types of companies that must be avoided at all cost as you are bound to be given a run around when they have to meet their obligations.