Claim not resolved

The process I was following to enquire if my policy did indeed cover me for a jump, after my battery died. I read through my welcoming documentation and found they do cover this type of incident. I contacted the Motorite call center and I was put through to a very helpful person (Tshapo) who ensured that because it was only a jump it will be covered by my policy. He gave me the contact information to an approved company that will help me with my battery jump. He mentioned that I will have to pay up front, then Motorite will refund me. All went well, the guy assisted me with a jump and no problems, quick and efficient. I paid as I was told to do. The problems came in when claiming the very small amount for the jump. I communicated with multiple contact persons and they quickly said that my policy does not cover this type of incident. After numerous communications, the claim is still pending and no resolution yet. Thus I'm trying to contact them here, maybe someone with more authority will be able to assist in the matter.