Vodacom Insurance decline letter

Good day I recently reported a Vodacom insurance claim concern. The lady phoned me about 2 days latter and indicated she will send me the decline letter with the reason however she never did. I am unsure why they would not like to state the concern why the claim would be rejected nor do I know who the ombud is which I should contact to take this up further. It is really terrible service considering I have been with Vodacom for the last 18 years. Well done in making sure I have the worse experience before my contract comes to an end.