Auto and general *********** consultants

Car was in an accident on 24 Nov 2022 after filling a claim we were told to a week for assessment, when following up on claim. Ashraf consultant **** to us that my wife policy holder tried to claim on insurance, only to be told that her cover is not comprehensive . How does one cover a car only for theft and fire but not accident, when I ask how it came to that . I was told she agreed to change during Covid when she doesn't recall that but I'm glad because all conversation are recorded, I'll be glad to hear every recording. What amazes me is I also called i spoke to Gift in the morning please ask Ashraf handling the claim, to call me instead not my wife she was at work and unreachable but Ashraf says it's noted that I called but never noted to call me . I called first 09h10 answered by Gift who told me wait by end day which should be 17h00 , but I called 16h54 fearing close of office, only to be transferred to Ashraf to tell me he's trying to get hold of my wife but couldn't reach. So not sure how do they hand over info to one another on an urgent matter. Now they claim we won't be covered for the claim how so I wonder.