[mothered]

They answered:

We will be happy to discuss more details about our investigation and decision. However, as explained, it has to be done with the authorities as we will not be able to release more information about it.

My goodness, you're not asking them to donate a kidney. It's purely the details (of their findings) of why they've declined your claim - which as a buyer you're well within your rights to be Informed.

Tell them to demonstrate exactly where It states In their policy that they're unable to release a simple request pertaining to their Investigation.