Declined claim

Sometime in April last, my 27 year old son was involved in a car accident with my car, I reported the accident to the insurance within the recommended time. My son is a holder of a valid Zambian license which is recognized within the SADC region. He was also working towards getting his SA driver's license and at the time of the accident he was in possession of both the SA learner's driver's license and His Zambian license. His wallet and his cell phone went missing at the accident scene. His credit card size license also went missing as it was in his wallet. He went back to Zambia and he was given a provisional driver's license which the insurance had asked for. After being advised to do the all that expensive venture they came back to me and verbally told me that the claim was declined . I asked them to put it in writing and up until now my email and several telephone attempts have fallen on deaf ears. They continued to debit my account two months down the line after reporting the accident. There was also money in the threshold which was supposed to be used for excess. There has been no response to all these queries. Please help.