Pitiful service from MiWay

So I have joined MiWay to cover my properties since 2022 & have been up to date with my premiums since I have joined them. At the time I joined MiWay I declared that my water heating system contains a heat pump & I was told that, it is not an issue to be covered by them. The first time I submit a claim with regarding my heat pump I have been getting the run around as they keep sending plumbers who know nothing about heat pumps. After they sent the plumber, they sent a service provider that worked with heat pumps before. I was told by Makhotha Moleko, a handler from MiWay, that they were waiting for a quotation from the service provider regarding my heat pump. More than two months later, I have been in communication with another handler by the name of Elton Nyoni, who also said that he requested a quotation & came back to me that my claim was declined. How does this organization works & how does my claim change from being approved to being declined. Can I get assistance from MiWay, as I have never missed any of my premiums.