Substandard service and unsubstantiated claim dismissal(bridge of contract)

I had a minor incident on March 25th which resulted in a claim (rear bumper damage). My car was authorized for repairs and sent to Precision Auto on 16 May 2022. I received a call from Precision Auto indicating that they had requested authorization from Momentum to replace my bumper instead of repairing it but were declined. I called insurance to understand the reasons for their declining my bumper replacement and was told that it was supposedly declined due to alleged poor workmanship when the bumper was repaired before. I indicated that I had bought the car as was from Mercedes and was not informed of any bumper repairs. the consultant I spoke to indicated that he would send an email to the assessors and get back to me once the matter had been resolved. on Monday, May 30th, I called Momentum to follow up on the matter as i had not been contacted. i was told once again that the bumper replacement had been declined as they could not be held liable. I requested an escalation of the matter and to be sent an email with the pictures that were used to deny the claim as well as the clause in my contract with them that validates their declining my claim as any actions they take as it relates to the processing of client claims is governed by contracts entered into. in my telephonic conversation with Mbavhalelo Netshisaulu, she promised to send me that email by end of business May 30th, only to call later and state that she had been sent blurry pictures. on Tuesday, May 31st, I followed up on the matter and was still told that she is still awaiting pictures from the assessors. I then sent a follow-up email asking how she could be awaiting pictures from assessors when those pictures were supposedly used to deny my claim. How is she battling to get a hold of pictures when they were used in decision making? interestingly, I am the one who has to constantly follow-up. I need this matter resolved ASAP as I am using a courtesy car, which will need to be returned very soon.

I also need a written statement from Momentum quoting the relevant clause within the contract I entered with them which validates their decision, otherwise, there are no grounds for their dismissing my claim. should momentum fail to authorize my claim without the said substantiation, I need a written statement ASAP so I can escalate the matter to the relevant body as that would be tantamount to bridge of contract.