Disgusting service

I logged a claim in the beginning of April. The Dealer and I provided all required documents to process the claim, a week went by with nothing from them. I called to ask about the process, the claim they didn't get the documents (the dealer resent all documents).

A while later they acknowledges receipt of the documents and said they'd send an assessor to inspect the engine, which never came.

Today i receive a rejection email with no context. I called Innovation to understand why my claim was rejected — the consultant claimed it was rejected because my policy has expired.. how could they start the claim in the first place if my policy expired? when i called them the first time, the consultant verified my details and said that my policy was active (all this in the recorded calls). I have all communication correspondence on email. My policy IS ACTIVE..!