Disgusting service

My mother has an insurance policy with invoation. At first blush it seemed like an amazing contract that covered virtually everything and more. Right until we needed to make a claim. My father and I sent detailed emails after my mother's claim was rejected on no grounds with no assessment report or documents to elaborate why the claim was rejected. My email was not responded to assuming because it was not on a public spectrum. My father submitted a report to Hello peter last week Friday we have yet to get a response from Masego. I am a claims team manager and I am well aware of the processes and turn around time. Surely wr have been prejudiced by Invovation who have rejected something that is CLEARLY covered according to their product disclosure statement. This has been a truly horrific experience to say the least and has inconvienanced us greatly. The car is ready for collection and we expect Inovation to bear the full costs as it is an insured event!! Can someone pick up the phone and contact us before we escalate this to the ombudsman!!