Insurance Claim

I have logged a claim to my insurer Old Mutual on Monday the 13th for my gyser and the plumbers were send the next day on the 14th unfortunately they couldn't replace it because of some Q code from the insurance company. They wrote a report for cash settlement instead, old mutual gave me the claim number for settlement. After 8 days of calling them 4 to 5 times a day claims department told me that l don't have a cover and quickly send the email for case closed. My case is not solved l am really disappointed by the way the handled the case.