Unhappy customer

When I joined the Alexander Forbes pictures were taken to see the damages and accessories on the car. These are the same pictures that can be used to decline my claim, if I were to claim for damages on the car before I was insured When I bought the car I bought it with the GTI grill fitted and I didn’t know I had to specific in my schedule as an extra. I was very surprised that now my claim is partially paid and I have to pay for the grill even though it was not fitted after I was insured. They’re pictures to proof that the grill was fitted prior to the insurance cover commencing that the assessor took to evaluate the condition of the car. Specifying verbally or non-verbally (with the pictures) it is proof that the grill was fitted on the car and it should be covered by my insurance. As per treating the customer fairly act, they person that assessed my car would have annotated the extra as per the pictures taken and told you to tell that am I aware that the grill on my car is considered an extra because it’s not the original grill. Why was this not done so I know what will be covered and what will not be covered if I were to claim? I don’t agree that I should be paying for what should have been covered by my insurer Please advise so I know what steps I need to take next before I log this with the Insurance Ombudsman?

Was dealing with Zanele Mahlangu and her manager Lucas Mokiti never responds to emails