Effort to no pay claim

So i submitted a claim via Golden-shield with them as they are my insurer and twice their "assessing" partners stated that my does not have an issue and i have that it does, and even though i gave specific details regarding how and when the issue is experienced both partners where extremely precise to ensure that they do not meet those problem criterias, to avoid processing and paying the claim....at some point i was told directly by the service provider that due to her not being able to prove the cause of the issue on the device that my claim was decline as per her because it would not meet any of the defined claim criteria