Struggled with the claim

I sent a claim and it was approved on my app and even got messages that all is approved and a phone call that when the people who will be working on my car collect the car ,I should contact the insurance to arrange for rental car for that time. After a month noting that I am no longer contacted, I called the insurance company and I was told my claim is not approved and I can log s complain if I wish to. When these people need my money they call me left ryt and centre but do not want to provide the service I am paying for. King price the service and treatment I got is very bad and your client agent did not treat me well cause I argued my case but whatever I said fell on deaf ear as I was just told I can log a complain or write to the ombudsman if I wish. I do not pay the ombudsman every month but you guys . Bad service