*********** call centre staff

I had a Warranty policy with the company, never before this have I claimed. Not so long ago my vehicle was written off and I wanted to claim my excess benefit. Unfortunately none of the consultants I spoke to firstly knows about this benefit and secondly knows how to process a claim for this benefit. I spoke to multiple people I only have the names of a few Kagiso, Nkululeko, Rose. The last consultant Kagiso called me back and informed me my claim has been denied but he refused to put this in writing instead he dropped the phone in my ear. Please understand that the vehicle was written off therefore the request to access this benefit. For the same reason my policy was also canceled as there is no car available anymore??? Is it not for this reason "total loss" that this benefit was written into the policy? Why then are the consultants of the view there still needs to be a policy to claim. This makes no sense as without a car there is no policy??? I think because of the lack of understanding and education no one has been able to assist. This is seriously a terrible claims experience as even team leaders were not able to assist.