No Written Feedback on my Claim

I submitted a claim with my insurance MiWay under dents and scratch cover. I submitted my photos as per usual. After a couple of days of no feedback I called on 22 June. The lady I spoke to said my claim has been declined. I indicated that if my claim was declined why was i never given correspondence declining my claim and reasons for declining. She said my case handler will contact me soon. To date I have heard nothing from MiWay. This means that if i never took the initiative to call I would not even be aware that I was declined. I need a written response so that I can lodge an appeal. Very disappointing!!!