Pathetic service

I got a scratch and dent policy with the unlimited and now that I am claiming for my car seats they haven't even sent me to a upholsterer for a quote, they declined it straight away because the scratch is to big this is the worst service ever but they always take your money on time, will teach me, the last time they assisted me with my mag wheels and now with minor seats its an instant decline pathetic. and I was recommending them but never again