Bad service

My spouse was hijacked 2months ago his phone was taken as well, i was unaware of the hijacking untill 11:45am thats when i contacted cartrack. They sent out lookouts but could not find my vehicle as the device was taken out. When it came to my claim i was rejected because i did not report it within the first 6hours. My spouse was unconcious at a hospital how was i suppose to no he was hijacked in this time. Only when he regained conciousness thats when i got a call from Tshwane District Hospital that he is there and seriously injured and has a concussion. How does CARTRACK expect us to report it in 6hours with incidents like mine ???????? i paid every month for nothing basically.