Claim Rejection

My car was ****** on the 09th July 2021, l phone cartrack to trace my car they said the car is at Soshanguve commercial and is still running. I explained to them what happened with my car and asked them to stop it, they said they cant l need to open a case at police station first. I rushed to the nearest police station it took me about 2hrs to 2hrs 30 min to open a case, l phoned cartrack again after opening a case and give them the OB number from SAPS they said they will get back to me with the feed back. After an hour l received a call from cartrack they said the last location was Mabopane they sent their team there but they find nothing the tracking unit was already tempered. They told me to fill the warranty recovery form l did so and sent them every documentation they requested. On their agreement they said if they didnt recover the vehicle they will pay up to R150k. Yesterday I received an email from cartrack rejecting my claim, l dont even understand their reason because if they stopped the car by the time l notify them that my car was ****** they should have recovered it because they even manage to see it. Their email address: ***