Claim Poorly Handle By Auto&General

I have been a loyal member with Auto&General since I bought my first car in 2021, On the 19th of March I was involved in a accident after I therefore submitted a claim

Today I received a call from the repairer that Auto&General appointed saying there is a certain part of the claim that has been rejected

I am shuttered because this was part of the accident, how did the assessor conclude that it’s not part of the accident

I would like to escalate this matter further and I need a call back from a senior manager that deal with claims

I didn’t even get a call from the insurance, telling me what was rejected

I am soo angry at this point and disappointed on how the situation has been handled

This was treated unfairly and I need urgency and resolution to the matter ASAP