Rejected Insurance Claim

I am writing to formally express my dissatisfaction with the handling of my recent claim and the subsequent rejection communicated to me. On November 22nd, at approximately 19:30, I was involved in a vehicle accident roughly 300 meters from my home. The incident occurred when I collided with another vehicle attempting a U-turn on a blind rise. Shortly afterward, I was contacted by Prime Meridian Direct, who informed me that they were aware of the accident, even though I had not yet reported it. During this conversation, I mentioned that I had missed my October premium payment and expressed concern about whether I was covered for towing. Despite this, both the representative and the tow truck driver insisted that my vehicle be towed to the insurance yard for assessment. On the following Monday, I was advised by the insurer to submit the necessary documents for claim processing. When I inquired about the missed payment, I was assured that it was not an issue and was advised against making a double payment. Prior to this, the insurance app reflected a "pending" status, but after my November 25th payment, it showed that my cover was active. Today, I was informed that my claim has been rejected and that towing costs will not be covered, even though I did not request towing services. To compound the matter, I have been billed R4,696.54 for towing and storage fees, with a 10-day deadline for payment to avoid additional charges. I find this decision both unfair and unreasonable, particularly given that: 1. Towing and Storage Costs: The towing was arranged by your representatives, not by me, and I believe it is unjust to hold me financially responsible for these charges. 2. Missed Payment: I acted in good faith, disclosed the missed premium, and followed all instructions provided by your team. 3. Claim Rejection: The rejection of my claim for a total loss vehicle, under these circumstances, feels highly inequitable. I kindly request that you reconsider your position on this matter and, at the very least, cover the towing and storage costs incurred at your direction. I trust that you will review this situation thoroughly and respond promptly. Thank you for your attention to this matter. I look forward to hearing from you.