Insurance Old Mutual

In march I had a fall at the entrance of the Spar in Oak Glen, because the mat had been pushed up to a height of 8-10 cm. I broke 2 bones in my hand. Spar management was helpful and said they had insurance (at Old Mutual) for cases like this. Yet it took until August before the claim reached the right person at Old Mutual. I witnessed a few phone calls from one of the managers to them, always revealing that they were aware of the claim and promising to contact me. On September 7 the claim was rejected on the ground that I supposedly had fallen over the corner of a no-slippery mat for which Spar was not responsible.A rejection letter was attached with their explanation. I objected, because this was not the truth. Old Mutual promised to review the claim. Finally on December 13 I received a rejection again, saying that their investigation had shown no negligence on the part of the Spar. So their decision stands. No further explanation, no details about the investigation, no rejection letter. A few questions: Why should a simple claim like that take more than 8 months? Why are not both parties involved in the investigation? I myself had not been asked any questions. Why won't I have the right to full disclosure of the investigation? How can Spar not be responsible for a bump in the mat which causes a huge falling risk? Why has my GP warned me that these kind of claims usually take ages and finally will get to a court case? That seems to be general practice, which has nothing to do with justice. Old Mutual proves to be one of those insurance Companies.

Seeing that Hello Peter has intervened in multiple problem cases with Old Mutual, would you be prepared to intervene in my case as well, please?