Poooooor Service!!!!!! ABSA insurance!!!

Poooooor Service! I logged a claim for a built in oven and hob broken after loadshedding occurred. First i had to wait a week for a electrician they were supposedly sending, then i eventually got my own electrician, he wrote the oven and stove off due to loadshedding and damage to much to repair. After three weeks off struggling my claim gets declined? I thought a built-in oven was part of your house structure? and if it gets damaged in anyway you must claim? This was the worst insurance experience ever! I reported them to the ombudsman today.