Unfairly rejected claim

I have a comprehensive car insurance with Auto and General, and on the 06th of February 2025 I had given my brother the vehicle and unfortunately he was involved in a car accident.

We called Auto and General and they assisted with towing the vehicle and store at one of the panel beaters.

We then submitted all the documents including the claim form and I was told the assessment will be made and I will get a feedback on the 12th of February.

I was then told that John Phiri is the one who is handling my case. I was told that my brother is not mentioned as a regular driver and he is not covered. I then asked for the recording of the call which they did send and that part about my brother was not there. I then asked them that since I took a comprehensive cover, it means I will be paying extra excess fee and this was confirmed that he will fall under that.

To my surprise John came back to me to tell me that he sent me the rejection letter. When I asked him how is that possible he said my brother was not cover and the cover for him will be if he bumped a wall, if it involves another car they will only cover the third party and this is not a third-party covered. He then threatened to sue me saying I **** and said that mentioned my brother during the sale call.

I reached out to Auto and General yesterday wanting to speak to John's senior and I was told that he is not available especially because it's almost 17:00. I find this to be appalling because Auto and General says "Never not there" but this is a lie because they are not there for me and the manager was also not there.