un happy absa insurance client

i'm utterly disgusted with the outcome of my claim, so i had a claim for ****** vehicle, but prior to this claim my husband had 2 car accident claims on a different car, no problems at all with the claims, car was fixed and service was awesome, so now that our car was ****** now absa feels they need to look in to my home contents claims of 5 years back and reject my current Vehicle claim, they advised me that i took this policy out on the app i never i was called by absa my question is are you not suppose to investigate clients history before signing them up, and before taking there money every month