Unsatisfactory Service - UNHAPPY POLICY HOLDER

I have insured all my cars with Hollard for over 6 years, and I am in terrible disbelief as they rejected my claim and their reasoning for this is that the car is a rebuilt. I recall very well on the sales call that I did mention to the sales consultant that I DO NOT know were to check whether a car is a rebuilt or not as this was a private sale or purchase. I was not asked to provide any documentation to double check whether the car is a rebuilt or not, however they took my business and carried on debiting premiums on my account.

In August I was involved in an accident, there was a third party involved. Hollard sent me a message Three weeks after I had put in my claim, saying that the claim was approved. As soon as I sent the car papers, they then told me that the claim is now rejected. where they not supposed to ask me for this paper work before insuring? could we have not avoided this whole situation? and can they explain why third party claim is also rejected?

In closing, I need to also mention how terrible the service was, I kept following up every second day. NO ONE! was taking the initiative to call and update me. I submitted claim on the 19th of August 2019, received approval text on the 12th of September 2019 and then my claim was declined on the 3rd of October 2019. I questioned the decision, Hollard went back to review my claim, due to the fact that on the sales call I did mention that I did not know where to check whether the car is a rebuilt or not. They eventually came back to me today on the 23rd of October, 20 days later, still rejecting my claim.