Pathetic service and disgusted

I have this scratch and dent policy and havent claimed in over a year but my account. Is being debited and when I sent an email, I got a response saying I must go 2 tiger wheel and tyre and when I responded with regards to my query and car 3 days ago, I still havent heard anything back yet. If this is the pathetic service I am receiving for being a client for more than 5 years then it's time k take my business elsewhere and i wont recommend this company to anyone anymore and bring in business. Its pathetic