Bad attitude and investigation was not thorough

On 30 June the caretaker of my complex had the 2 manholes open, one behind my parking and one in front of, whilst driving out I damaged my car on the manhole in front of my parking due to there not being any cautionary signage. I lodged the claim for damages with my body corp and was assured that due to it being their fault this would be approved and paid. 2 months later I received a rejection letter yesterday from Marc of CIA, basically blaming me for the incident, calling me irresponsible, accusing me of deliberately damaging my car and removing all accountability from the body corp. Not once in the 2 months was I called to verify the statement provided to CIA nor was there any investigation. Surely this should be part of the process, to get all sides of the story. Upon calling Marc to understand the process he went through in the investigation he said that his job is to protect his client, irrespective if they were right or wrong. I found his attitude belittling and smug, he didnt even attempt to assist. I have had experience with other insurance companies and this is the first time I have come across such disregard or rudeness.