Terrible service on rejected claim

Bad service from outsurance. They took my mitsubishi on the 17th Nov 2021. After assessment they told me its a mechanical breakdown & they requested the dealer for quotes to fix the car. After they receive the quote the tune changed to we are writing a report to management& will advise further on how we proceed with the claim. Then they tell me they do not cover mechanical breakdown. Outsurance knew after assessing that its a mechanical breakdown why did not they inform me that claim is rejected at that stage??? Why proceed with getting quotes & after seeing the cost to fix you then decide you don't cover mechanical breakdown?? Today is the 29th Dec outsurance still has my car coz they now want me to pay for my car to be released & towed back to me!! All this for a comprehensive cover!! At that time I have 3 accounts with them which I intend to move. Meanwhile they continue taking my premium for a car in their possession since 17 Nov. What happened to their slogan of "with outsurance, you always get something out"? Some of us when we take out covers we are not eyeing the outbonus but we want to be covered for those unfortunate events!! I'm definitely escalating this to the ombud, there's no way you can reject a claim AFTER you receive quotes on the basis that you don't cover mechanical breakdowns as an excuse?? Why did you request the quote after knowing its a mechanical breakdown? No one gave me answers. Really dissatisfied...