Unsatisfied and disappointed with the service

Hi I’m writing this review on behalf of my partner who has been with this insurance company since 2022.It happened that his car had a oil leakage which was suspected to be from the sump,he therefore could not drive the car and made a claim with the insurance on the 08March 2026 for the car to be looked at and be fixed. We have just received feedback from their side that they will not be able to cover that claim because they claim that the car was driven while there was no oil, to our suprise because the car went for a measure service in January and it also did not report or give any signal that there was a shortage of oil. It looks like they are now shifting the blame to be on our side because they do not want to cover the claim which we feel is not fair since the contract clearly states that they are to be responsible for any damage on the car.