Warranty plan

Good day I must say I’m highly disappointed with the service I got from car track and hope people become aware that this warranty they claim to pay out is just a **** I’m a victim. On the 26 October 2020 I was hijacked the car was hardly 5 months we reported the matter immediately, to the control room which they where able to locate the car to a certain area but they later on lost signal searching for it. On the 23 I went to car tracks offices where I was told that the unit we installed was not going to cover for warranty if R150000 I then requested the recording and to my surprise the package dose have a warranty cover, I was then ask to provide with insurance documents and SAPS report which I did a lady by the name if Chantell Dippenaar made is a nightmare for us we where informed that the claim will take 60 working days as they busy with investigation , yesterday on the 25/01/2021 I got an email from her stating that our claim has been rejected cause we did not check the unit my question is to Car track if the unit was faulty how where they able to locate the whereabouts of the car and I feel it’s a way of not paying out. People please be careful car track is playing a **** they look for anything not to payout