Finrite insurance

Honestly I think these people are just ripping people off. I have insured my laptop with them for almost 5 years now if not more. My laptop started giving me problems, some of the buttons are not working. I call them to put a claim. Since I called on the 28th September, they don't call or anything and when I call them they tell me WY claim was declined. On what terms I don't know. No decency to send me reasons, they telle about a letter they sent via post. Couldn't they send me an email or call me and give reasons. They are full of bull**** and *********** staff.