Insurance Claim

After have lodge a claim with Threepeaks was asked to supplier tracker report of which i did.I took them thre weeks to respond by saying there is no claim in terms of the Insurance policy since there was no Forcible or Violent circumstance when my car was ******.i had then ask Rebekah to send me the policy quoting clause she refer to she has never responded even after i called her to send me the clause up until today still waiting