FAILED TO ASSIST

I am so shuttered with the level and sevice of this insurance company being a loyal client to them did not give me any benefit. I had an incident where my car wiring was eaten by rats and the whole car system has been affected so bad. The mistake I made is that I asked about it before taking the car through diagnosis and I told the lady to withdraw that conversation so that it does not affect my future claims and that I will do a proper claim once I have taken the for proper inspection. I did that and I tried to submit the claim now they are using that against me. They are telling me their Acts of God doesn't cover rodents damage where it was not explained to me from the first place when I took the insurance. I want closure and for the insurance to meet me halfway.