I submitted a claim on a broken windshield for a c...

I submitted a claim on a broken windshield for a company that they insure. I stated clearly to the representative that, both myself and my passenger witnessed debris fall off of their clients truck in front of us, bounced off the pavement and struck my vehicle's windshield. The representative later informed me that their position was that the rock was a road hazard. She went on to promise me a denial letter which I finally received only after contacting customer service directly. The denial letter conveniently left out my statement about myself and my passenger witnessing debris fall from their clients truck. I realize that mistakes are possible but when multiple communications go unanswered, it really makes me wonder.