Unity scratch and dent

I have been a unity customer for 7 years and never expected the treatment I have received today. I have 2 vehicles insured with this company and this week I had accident and minor damage to bumper. I was sent a link and asked to get a quote from panel beater. I submitted photos and was waiting for pannel beaters quote and was told it was regeted as it was assessed on line and the damage was too high the pannel beater quoted much less and I was asked to send the quote through. I sent the quote and was told today that my paint was faded and the paint on the bumper was chipped from the damage I don't know what it means but was also told that damage was not from one incident. I was shocked by their response and I can't believe that after the years with this company I'm being treated in this way. I have logged a dispute and was supposed to be called today but I didn't receive any call