Terrible experience when claiming

I logged a claim for a failed thermostat and the company asked the supporting documents(car images, mileage and a full service history) which I provided all of them. They requested the diagnostic report which the repairer provided, they later wanted a diagnostic report which stipulates the datetime stipulating when the component failed. The repairer advised that it is impossible to get such information but they can only provide the odometer reading when the component failed. They insisted for the datetime and requested that I take my car into the original franchise at my own expense so that they can get the detailed report.

I called the dealer and asked them whether it's possible to get what MVIA wants, the dealer rep**** in writing and copied all the affected parties that it's impossible to get what they want as the diagnostic machine that they're using doesn't support such. After the response from the dealer , MVIA stopped responding to my email.

I then made call to find out about the status of my claim, a lady by the name of Bulelwa picked the call and when I requested her name and surname , she refused to provided saying its against MVIA's policies to share the name and surname. My question was , how come a professional contractual matter can be handled by anonymous? She only gave me call reference and of ***1 which I doubt it's valid number as I got it from anonymous.

My questions to them are:

Kindly confirm in writing what specific evidence you're requesting, and under which clause of the warranty policy this is required.

Also confirm which section of the policy wording where it says MVIA can dispute the diagnostic evidence from an MRI approved repairer which uses EOM approved tools.

Also confirm which clause in your policy wording where its says , if you're not happy with the diagnostic report, i am obliged to take the car to the official franchise dealer at my own expense while the dissatisfaction is on your side as MVIA.

Should you fail to respond to this before 11 am , i am escalating this to Motor Industry Ombudsman (MIOSA)