Bad service

My vehicle has been standing since the 13 of Jan this year due to the vehicle and the key not synchronizing with each other resulting in the vehicle not starting. A query was send to MiWay via the app and assistance was asked as to this matter and only received a call couple of minutes ago from a consultant stating I’m not covered as it is not a security risk.Key Coding is part of the vehicle’s immobilizer so how can it not be security related. I’m paying car hire option but I’m given no feedback regarding the fact that I qualify or don’t qualify for a vehicle seeing that I’m stranded. Assessment wasn’t even done on my vehicle but I’m being told I’m not covered. No where in the policy documents are they mentioning immobilizer defaults and covered options. This is the worst experience I had ever had with a insurance company.