Car hijacking insurance claim declined

I would like to express how unfairly dotsure and oakhurst has treated me with my claim. My car was hijacked on the 11th of October. This car was a taxify car, when I was tracking the car online it was showing that the car is in Germiston and even the Dotsure person contacted my brother who is my next of kin on Saturday the 12th of October to let him no that the car is in Germiston and it is working. Now I understand you have no cover if the smartbox is not active or functioning. My problem is I logged in and it was showing the car in Webber street Germiston and they could also see the same information. Now how is it my fault that they could not track the car? I phoned Altech Netstar and they advised that the tracking device may have been jammed or the its a battery issue. I then asked asked him why I didn't receive an sms as I always did if there is a possible door jamming or battery alert and he could not really answer me. Now the thing is I am not a technical person and if I had logged in and the system gave me an error or couldn't give me a location of a car moving, I would understand. They can't decline my based on that as they also were getting the same information I was getting. I am not a tracker specialist and an sms should have been send out if something was wrong with the tracker and I did not get anything.

This is **************** and on top of that they also messed up my policies before this. They incorrectly cancelled wrong policies and if I had seen the email, I wouldn't have been cover on the date of the incident. How do I know if they also messed up the tracker on their end, the same way they did with the policies.