Pending warranty claim as a result of client contact details not being updated

I have a pending claim with cartrack to no success. My broker was advised and they made contact with them through email to no avail. The matter is regarding warranty payout due to ****** vehicle. Cartrack send the claims form to the incorrect email address and failed to contact me and question me if I received them or not. They have all my contacts together with the emergency numbers however they choose to keep quite and not do the follow ups to find out if I received the email or not. I took an initiative after numerous phone calls to them and went to their offices to request for the claim form. Thus when we both discovered that it was sent to incorrect address.

I provided them with the correct email and they forwarded the documents to me. I sent them back within 30 days of receipt however it was long overdue after the incident was reported. To my surprise now they are claiming that according to a certain clause from their terms and conditions the claim is rejected as they did not receive the claim in writing within 30 days of reporting the incident. How so as it was them who did not confirm if my contact details on their side is correct or not.

My broker even intervened to get this matter resolved to no joy. Why should they reject my claim based on the mistake that was made from their side?