Due to cable theft absa refuses to pay out

I had a power surge due to cable theft at a mini sub station,now Absa refuses to pay out on my home owners policy due to the fact that I must get letter from city power.I have tried for 2 days to get a hold of some one at city power to assist me.The legal department ***.I gave Absa a reference nr,CPWEB 669640.Why is this not good enough??? or is it just a excuse not to pay out???