Claim not handled correctly

I would like to understand how do you guys work out in claims, my vehicle kia k2700 was at the workshop on the 29 April 2021 for diagnosis.

When I was on the way travelling with the vehicle I heard a noise in the engine I parked off the vehicle to assess what was going on I couldn't find a thing then I had to book a BnB in Pietermaritzburg since I was nearby.

I woke up in the morning turned the key the noise was still there, I called motorite informing them that I'm sending the vehicle to the nearest workshop for diagnosis because I'm scared this might harm lot of things. I visited kia Pietermaritzburg because the agent I got from motorite call center also advised that.

In my call before sending the vehicle in I wanted to know which parts are covered in the engine n not, because I wanted to avoid wasting my time sending vehicle in the workshop I couldn't afford to pay when the warranty dumps me. He told me "all the internally lubricated components are covered" then it will also cover the engineering report if the cylinder head Is sent out as well as the whole repairs. I forgot the name of the person but if you can check the recorded call around 14:00 from me regarding this query.

At the workshop they test drove the vehicle n requested to strip the sump first where they found a piece of the broken piston. That information I got from a lady at kia service center. She further told me they will need to strip the whole engine so they can see what was the actual cause of the damage. I had to be patient for about a week she told me they cannot see what was wrong because oil is in the right Level as well as water. As I asked them what was the cause they said they cannot assume in this matter because everything was working fine in the vehicle.

She sent me the quotation on 11 May for repairs as well as for engine replacement. She also informed me that she lodged the claim at motorite.

She informed me she's waiting for an assessor from motorite, the assessor arrived on Tuesday 18 May 2021 and sent out the report to motorite day after which Is 19 May.

On the 20 May I received an SMS from motorite informed me about the authorisation amount of R18000.00 out of +-R89000 and this brings a worry to me because the maximum amount of repairs for the engine in my policy is R70000.

So I called and I was assisted by the agent with the name of Thabo Ramalatsi who also suggested I should write the complain because at claims department it's their final decision.

They claim that the assessor says the cylinder head is cracked due to overheating. We also visited policy wording no 17 read on engine benefit.

So here in this complain I wish to know the reason why claims department authorized such amount ? What are they aiming to cover since the quotation Is more than the maximum amount of the engine benefit. I would like to ask how did they conclude that the engine damaged due to overheating because I'm the regular driver as well as the owner of the vehicle, the vehicle's temperature is working fine everything related to temperature Is perfectly fine how did the assessor arrived to decision that it overheated?

The reason for my complain I need to understand how did he(the assessor) identifies the cracked cylinder head due to overheating from the cracked cylinder head that May be caused by that piece in the engine which is moving up and down when the oil is lubricating the components inside?

If I May be answered how do you oversee a damaged engine caused by overheating? What are the things you look at?

When Thabo reads from the quotation he only focused on the water pump and thermostat saying those components are replaced when the engine overheated. But in reading the whole quotation you will find that most of the internally components are quoted like oil pump , bearing conrods, big ends,etc. How did he come to decision that the above mentioned parts are replaced only when it overheated?

In my understanding a cracked cylinder head due to overheating is never repairable you need to replace it, so do we need to replace mine ? Also visit here https://www.foxwooddiesel.com/blog/what-are-the-main-symptoms-of-cylinder-head-problems (symptoms of cylinder head problems)

May we revisit the quotation as well as the assessment ? Can you please supply me with the proof of all those things the assessor Is claiming?