Insurance Claim Rejection

I'm so disappointed at Centriq I lodged a claim on the 16th of December 2022 and there was no communication since the 16th the only communication I received was on the 19th December 2022 stating that my claim requires further assessment and they'll get back to me on the 28th of this month and since the 19th of this month there was no other communication I was the only one communicating making phone calls everyday asking if there aren't any missing documents. On the 28th Dec I called them again asking about the process they said the claim has been escalated to Centriq for approval but they weren't communicating with me since the 19th I was the person calling. On the 29th of December at 09:37 I received a phone call telling me that the claim has been rejected due to relationship not corresponding. I don't understand how is it not corresponding I thank you.