Insurance defrading me

I have insurance with innovation group for shortfall cover on my car. My car was wriiten off and insurance settled my car with my bank. Innovattion grouo who i had the credit shortfall with called me to tell me that they would not be liable for any moneys. The figures given to me by the consultants were not the same as my bank and insurance telling me they might be making up numbers without to de***** me. I want monies due to me. Venetra kers was the one who couldn't even explain how they got to the figures she was saying to me couldn't even tell me where to escalate this matter. I want my money back. I will escalate this to the ombudsman if i dont get assisted