Can Auto and General be trusted?

My claim in respect of a recent car accident was rejected on what I believe was a technicality. I followed A & G's dispute resolution process on 1 April 2024 and received an immediate automated response advising me "As your trusted insurer, we are committed to our service promise to you. With this in mind, one of our consultants will contact you within one working day to address your concerns. A final outcome will be provided within 10 working days." I heard nothing until 15 April 2024 when I received the following message: "We are fully committed to ensuring a fair, transparent, and prompt review of your dispute. Kindly note that your dispute has been allocated to Tebogo Mahlo. We undertake to provide you with a full response within fifteen working days of receipt of your complaint." Despite following up on three occasions, including phoning the contact number provided (to which I received the message "Sorry, the dialled number is not in service") no one has contacted me to date. This makes a mockery of A & G's claim that "we are committed to our service promise to you", and I have to seriously question their bona fides.