14 Working Days without an answer on a claim

I logged a claim with Virseker on the 8th of February for a vehicle hit by lightning. I waited approximately a week and was told by the assessor the vehicle will be s****ped as the damage was too high. Please keep in mind that this vehicle was bought new and had 17000 km on the clock. Up until today I had still no response from the company to say if the claim will be accepted or declined. Over and above all they requested the last invoice for his 15000km service that was done??? Then they disputed the number of years that my partner had insurance which they can only find 3 years from 2012 up until now, so the claim free years is no longer 7 but 3. I can understand that and can see that he must have then paid a higher premium of approximately R200 more than currently. However nowhere on my schedule it shows the years that he had insurance or that the claim will not be honored should it be less than a certain amount of years. If so why wasn't I told that they can not insure him and they still took my monthly installment. After 14 working days it is now handed to a forum to decide if they will honor the claim. I would please like someone to respond to this matter urgently.