Poor client service

I received an sms saying that my claim for my warranty cover has been decline. I do not have the information on why my claim is rejected; I spoke to Mandla and he said he will get back to me with regard to the claim as the team leader was unavailable. I have been trying to get assistance from the insurer since the beginning of the month and they aren't helpful, because they don't advise the same thing as they told me to get more affordable option because my co er will not cover the total costs of the repairs, so I did, but now I have to call them every week to get them to authorize the dealer to continue to work on the car. This insurer is not helping me because even though I mmake an effort to contact them, they will not make an effort to give me proper information and they aren't able to see the notes on my profile to make sure that I do not deal with the same issue over and over again.