Mazda CX5

I have been paying for Scratch and Dent since the car was bought on October 2022, I never claimed, now I need it to be attended, I don't get the help I need.

On the 23rd of August I received an email with an attached document, asked to take the car to 3 panel beaters for quotation,I did that and the Panel Beaters contacted the Insurance broker as their procedure.

On the 28th I made a follow up, seeing that there now no response, asking now what more documents do I need to send, Nokukhanya failed to explain to me referring me to the document which I don't understand.

on the 29th of August she responded sending the same document which I said I don't understand, was expecting her to clearly explain what should I do.

On the 4th of September I sent the Speedometer, the pictures of the car and the license disc, I never received any response.

I called on the 26th of September to follow up, only to hear that the last in on leave, Lebogang was the one who received the call, she said I must send everything again she'll get back to me,I'm still waiting since then. I don't understand why I have to be sent from pillar to post but I've been paying, now I don't get what I'm looking for.

Here's my reference ***9