Unfair claim rejection and horrible service

My garage motor stopped working, I informed ABSA HOC about the matter to which they assigned technician to do the inspection. The technician concluded that the damage was caused by condensation, now my insurer is telling me that they won't cover me because I was supposed to prevent condensation. After 13 yrs of payments towards this insurance, to be rejected on a one line excuse that I had to follow-up on continuously with long phone calls without anyone from the insurance side give me feedback or communicating the progress of the claim. Is spoke to Johannes yesterday he still told me that I was going to get an email explaining the rejection of my claim yesterday so I can be able to contest the decision should I opt to do so. I repeat there hasn't been any emails send to me from the activation of the claim to date, I have been hung up on a numerous times without warning and Padi the person assigned the claim has not returned any of my calls regardless of my pleas for feedback.