Failed to help me when I needed them most

Taxi driver bumped into my car and promised to repair my car which he later never fulfilled his promise. I then reported the matter to scorpion and I was told to send quotations as well as the other documents. I was never advised of any legal matter to do or not to do. I then took my car for repair as the guy was not willing to repair my car thinking that scorpion will help me in recovering the amount I have paid. I then used my policy for dents and scratches which I claimed from and I had to pay excess from it. After I received my car, scorpion came back to me and told me that I should have not claimed from the policy as now they can not take the matter any further and I was never told not to take my car there. I am so disapointed as I was never advised on this regard and I feel betrayed. It looks like I am paying them monthly premiums for nothing. Immediately after that incident happened when I called the call center the agent told me people who can assist me are in a meeting and they will call me back and that never happened. I thought this policy is there for protecting but now I have some serious doubts about them and I am not sure if I should trust them anymore.