Claim rejected (on a a prelimnary basis) policy number ***.

I have been a loyal customer with Auto and General as far as I can remember. I have never had a claim rejected and I have always paid my premiums on time. I currently have 3 cars insured with them . Policy number ***. We had a car ****** and we provided all the documents from police reports, car invoice, car natis etc etc including lots of interviews. One conducted by the loss guy Jan Swanepoel was completely imprompt with my 71 year old mum which was scared afterwards. I tolerated it because I didn't want to loose my claim. However it seems that they don't want to grant the claim albeit in a preliminary basis. I also called the company and informed them I would be placing a complaint here. She said that they would escalate to the same person who would review the claim. If my claim is not granted I will be changing insurance companies. I'm currently paying around R3500 a month and have been a loyal customer for many years. However it seems a change is imminent.