poor services

Hi I have a motoextender policy with hollard now i have a claim no. ********** now I have called them more then 10 times with regards to my claim an no one is giving a proper answers, different consultants and they all singing referent tunes. bottom line is they want the car to be stripped at the same time they are saying stripping is not covered the question is did i request my car my car to be stripped why do i have to pay for something i did not request, when joining this insurance the only thing i was told is that I will only pay excess if anything happens to my car. They were given everything they were looking for at NTT Honda/Isuzu Newcastle. I am sitting without a car for the past 5 days and this is really frustrating. I will appreciate if you can go back to the recording and tell where your sales consultant explaining anything about stripping of the vehicle.