Insurance claim

I bought my car in February 2019 and I joined Miway in 2020. I was asked if there are any other people that drive my car and I had added 4 people in the list, who are my kids. One of the drivers that were in the list had an accident on the 15th of March 2023. The advisor that was in charge of the claim (Zama Ntombela) had went to random people and had asked them questions relating to the car and all the people that were listed as the drivers were not contacted. The advisor mentioned stated that I was called and was asked if I was still the regular driver. I have requested all the recordings but I did not receive any feedback instead I have received a rejection letter from the dispute department. The only 'valid' reason they have provided is that I did not update my information