Terrible service from miway claims department

I have an issue with Miway insurance who just declined my claim , on the 20th of Dec 2025 my car cought fire while l was driving on the NI samrand and it was towed from the incident scene through Miway. I was then allocated a rude Accesor who just was bullying me and requested unreasonable paper from me which l provided in the time frame he requested because he would tell me if l don’t send he would close my claim within 12hrs Well to my surprise today in the morning reacive a message that curtsy car agreement was amended and should be returned 08/01/2026@15:20 and mind you l have not received any rejection letter of the claim yet and the reason for rejection so l need assistance on how l can take my case to ombudsman for case review as l feel like Miway is being unfair toward me thanks