Key Repair / Remote Control Unit

Good Day <br> My name is Lucky S Mabaso <br> <br> I contacted Santam via their contact center with regards to the problem that i have with my car key.. I mentioned to them that my car's immobilizer is not working properly it does not do the central locking but however the key works fine, i can start the car, I can open the car manually with the key, it is only the immobilizer that does not work and i dont know whether the problem is on the key on the car itself. I was told they do not cover that part of the key (immobilizer) and the problem is Mechanical or Electrical. I then ask that on their website its shows they cover Keys, locks and remote control units. Was told to go do the diagnosis myself and if i find that the key is problematic then I should contact them, my question is how can they reject my claim at 1st hand without doing a diagnosis of their own to determine were the problem is.. they rejected my claim without merit.