Not following up on Claim properly

ok my car breaks down and i manage to call the Hollard Call center for break down services, i get assistance and the vehicle gets towed to a Ford service center. Ford obliges to do fault finding and i paid this out of my own pocket. The fault finding is done and my fiance gets a call from the consultant at Ford that the vehicle has damage, coolant pipes were damaged by a foreign object, this report was given to Hollard and so i was called and told Hollard would not pay for the repairs as it wasn't \mechanical breakdown". the consultant from Hollard tells me if i have a problem then I should seek help from the Ombudsman but then Hollard would not assist me further. They did not send an inspector or any1 from Hollard for evaluation but then they just took a decision on what was given by Ford. I somehow feel if Ford would have said the damage was not from whatever foreign object but actually breakdown then Hollard would have wanted to investigate. I took my car back from Ford Wonderboom center where they did fault finding and went to seek a second opinion at Ford center in Hatfield"