Claim repudiated without an explanation

I have had bad service from Standard bank insurance consultants Mbali, Mduduzi and Cleopetra my claims handler.16 February I reported the incident and was telephonically assisted by Mbali whom registered the claim on the system. I gave all relevant detail to Mbali, e.g. the address of the towing company. who advised that the car was going to be fetched from the towing company before end of day. By end of day Standard bank has not fulfilled on their commitment to fetch the car.18th of February my daughter called the claims division and asked if the car was fetched. Mduduzi one of the consultants told my daughter that she must check with the towing company as they had no idea.<br> <br> 11th the Marvic panel beaters told me they almost done the repairs but the insurance company is not going to pay for the engine failure. I was surprised that the insurance company has taken this decision without informing me as the policy holder.I asked Cleopatra why part of my claim was repudiated because the cause of the incident was an insured peril. I don't understand what was expected of me because when the incidents happened it was at night. The incident happened at unsafe place for me and my kids.