Unacceptable - ******* by you

When i bought my car in 2014 i was advised to take out the shortfall insurance ass it would assist me incase i have an accident with the car... i have been loyal with my payments i have never even had 1 payment bounce.. on the 06 March 2019 i met up with an accident and my comprehensive insurance paid an amount over to the Car Finance house .. with no issues at all, however these is a shortfall amount that is required and because i had all the angles covered i then contacted my short fall insurance to assist me with this.. which took a really longtime to process .. during the process no one is contacting me to inform me of how far this process is.. i would just randomly receive sms which i would have to call and clarify as i was not sure on what they mean. so eventually my claim had been assessed and i received a very devastating SMS once again telling me that my short fall WILL NOT BE PAID... this really astonished me because how the hell do i pay you people for such a long time and you send me such an sms ... such disrespect and inconsiderate from your side... i once again picked up my phone to call you to explain the above i was told the assessor will contact me, this never happened instead i received an email with 34 pages attached that i somehow was supposed to read and understand... I am very disappointed and angered by this action .. i want you to reassess this and pay out this shortfall because the bank requires this payment and i took out an insurance for this... why am i now stranded when i had planned ahead for such moments... this is really not acceptable and i want this matter escalated .. if you are unable to assist me give me the contact details of the insurance ombudsman because this is clearly a ripoff and i will not stand for it ... my phone number is ********** 880 or ********** 386... my email is ********** policy number KAAC001987