Undermining young insurers

They really undermine clients especially when they're young. My son submitted a claim after he had an accident and the Senior assessor (Nickolas Sitlare) was sent out and interrogated my son. After that, he told him the claim was rejected and they would cancel the insurance. Is this even possible or legal? I phoned them and spoke to Stephanie who said that she would let Nickolas know that he should phone me. Up until today I can't get hold of Nickolas.