I have Insured many vehicles and had many claims with Jan***, but never had any major issues,
Well you or they could reopne the file? once I had an issue where I have requested to bear a certain portion or % to get second hand body parts even for a smaller damage rather than repairing, they made a small mistake and paid me less and said they have closed the file, but when I asked the situ they readily re opened the file and adjusted my claim and re issued a chq.
You will have to go meet and discuss with a higher person than the front desk, there must be a reason, get to know the reason. I am sure then you could sort it out.