They rejected my claim Claus Richter Please help

I just want to share the experience i had with insure Africa. I notice the smoke on my car coming from the exhaust from there on the go i took it to Car Service City to be checked and they found out that the is a leaks on the engine, as i have the mechanical plan with insure Africa i send the claim to them and they come back with the rejection letter saying they are not going to fix my car cause of the leak. My point is that me and them we are not sure when did the leak happen. While I was trying to explain to one of their consultant he just drop the phone on me so im not sure why i can’t understand ……… Desi Barkhuize help please