Shocking service

I put in a claim for repairs on my vehicle in early November. I answered all the questions they asked even though it felt more like an interrogation and forwarded all the documents they requested. Sello Matsho then called on Tuesday the 22nd of November to let me know that my claim was denied. I then requested paperwork to support this decision as he claimed that it was based on his "technical knowledge". I am still waiting for this said report and innovations is only calling the specialists who have worked on my car before requesting reports only after having denied my claim. I need to understand what "technical knowledge" was used to make the decision on the claim. I am also not impressed by their response time as well as their inability to give feedback on the matter without me constantly following up with them. I need immediate feedback on this with tangible reports.