You often have to fight insurance companies, that's just the way it is. They operate on statistics / risk management so if they find that statistically they win overall by refusing a particular type of claim, ( because most people roll over ), they will try it on even when they are wrong to do so. Assesors are also under company pressure to reject or mitigate claims in a first instance if there is any interpretable ground to do so.
As previous writers have stated - read and thoroughly understand your PDF and thereby your rights and obligations. This is your weapon in the fight.
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