Poor customer services

I called cartrack customer services informing them that my car was in an accident and it was written off, I was told that I have to pay a cancellation fee, which I don't understand because accidents are unforeseen. On 30 Dec 2020 I send an email regarding the information I got from the call centre asking for clarity but I did not get any response, I then send a follow up email on 07 January 2021, still to date no answer. I would like clarity why there is a cancellation fee for accidents because it is not something one plans, and also the terms and conditions does not include any information on accident incidents.