No Response on claims

I purchased a Regent Dents & Scratches Cover with my car in august last year.

Of recent I logged a claim for a dent and scratch on the car and was given two panel beaters to go get quotations. To my annoyance, the one adress was incorrect and the second panel beater closed over a year ago.

I communicated this to the claims department and requested for alternative panel beaters that I can use, that was about a week ago. A few emails later and I still don't have any response from the claims department.

How do they process claims without the qoutes if they do not respond to emails and don't give correct information to clients.