Bad service and failure to collect all information needed when doing underwriting

Good day, I'm Elizabeth a client who took car insurance with successo on August 2020 and on September my car was involved in an accident but when sending claim I was told it was rejected as there was no nominated driver which I was not asked about his details during the underwriting, I asked them to send me recording where by it was not mentioned at all about his details over the recording, when complaining about the feedback I was told it will be escalated to the management, after doing follow up I was told that the management decision is that if I'm not satisfied with their decision I must call the ombudsman.