Bad service delivery& contradicting info

My ABSA travel claim was submitted on 23/11/15 through Europ Assist. On 08/12/15 after several requests an email /letter of rejection issued 03/12/15 by jr. assessor Gerald Govender Europ Assist on behalf on ABSA was received. Subsequently a dispute was declared i.t.o. ABSA Credit Card Travel Insurance Schedule of Benefits - Automatic Travel Insurance Section B - Emergency Medical and Associated Expenses. A re-assessment was requested i.t.o. Section B5.1 & B5.2 w.r.t. my holiday disruption due to my emergency medical situation. Emails went back and forth with long waiting periods/delays and lack of interpretation from Gerald Govender. Subsequently the matter was escalated to Aldene Albertze Manager Claims Europ Assist on 14/12/15 for taking care of /going forward. However this did not happen. Gerald Govender Europ Assist continued with the dispute process and again issued on 05/01/16 a letter of rejection on behalf on ABSA Insurance Company. Stephan de Beer from Europ Assist revert \As part of our duties and process EASA cannot make any findings on disputes or rejections