Hollard insurance bad service

Hollard insurance is not supporting customer complaints when I lodged a claim with insurance zone. I had numerous issues that were not resolved. I complained to their complaints and it was not resolved. The company was well aware that I am fighting this issue and they did not inform me or send me any notice that the claim only has 365 days to be taken up. They have now rejected the claim and refused to further assist. I reviewed my policy schedule they sent and no where did I see the clause explaining the 365 days. Hollard has refused to provide me with ROA stating this very important clause of the policy.