Poor service from The Unlimitted

I Have been with the unlimitted since 2022, However when it comes to claim now in 2024 for the first time they are rejecting my claim and say it is not covered as the paint is peeling off and this is due to minor chips on the bonnet. Secondly I had to be the one calling them for nearly two weeks for them to get back to me with the claim. As if that is not enough the lady also sends me someone else claim by mistake now the person has got a different claim than me but the rejection reason is the same as mine how is that possible?