Cover rejected on false grounds

I lodged a harassment and defamation of character claim, they assisted me regarding the matter by sending a warning letter to the opposition. Today I get an email stating that they reject my claim because my policy started in 2022 because I was claiming for something that took place in 2020. But I clearly stated that the defamation of character and harassment claim is for the year 2022, I was only giving a background of some of the things that happened in the past. I even sent voice notes from the opposition which were sent in 2022. But now they want to say I was claiming for an old matter before I got cover but proved by sending voice notes that the matter was 2022.