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Sorry to hear this.
What do you wish to ask please?
I would advise you to lodge a formal complaint with the insurer, see here for the procedure: https://www.axa-assistance.co.uk/travelinsurancecomplaintsprocedure
You may escalate the matter to the Financial Ombudsman Service if your complaint is not resolved to your satisfaction as explained in the above link.
All the best
I am afraid I cannot comment on the merits of your claim, that is beyond the scope of this forum. I have given you the way forward to proceed from here.
This judgement of the Supreme Court will be of interest to you: https://www.supremecourt.uk/cases/docs/uksc-2020-0177-judgment.pdf
I am now going offline.
Good luck with your complaint.