Car insurance

Good afternoon

I am S Nzama and I have vehicle insurance with dotsure insurance. On 18 /11/2020 I was hit by hail in Pietermaritzburg . It was around 3pm I parked the car in liberty Midlands mall thats where it happened. I send a claim on the next day . They rep**** and approved the claim. The lady who called me Xoliswa Zukani. Then she said I must go any RMI approved panel beaters to do a quotation, I did so and email dotsure insurance both quotations, then after they saw my quotations . And discover the damage cost thats when they disapprove my claim. On the 24/11/2020 someone from dotsur called and advised me he will send forms to be filled to complete my claim. To my surprise today they call and say it's not insured and my claim won't be processed please help.