Claim Rejection

I submitted a claim to City Power and they forwarded the claim to the Brokers called African Dawn. The Brokers rejected my claim stating that my claim does not have merits to be settled. My TV was damaged by these endless load shedding. The screen of my TV is damaged and expensive to repair. The Brokers are saying that my claim should be sent to Eskom and I don't know on how the Brokers came to that conclusion of me to refer my claim to Eskom because City Power has confirmed that they did not mention Eskom on their incident report. I am not an engineer or a technician. City Power and their Broker are using the language which I =honestly don't understand. I previously had a claim of the same nature and what African Dawn brokers did was sending the technicians from a company called Early Bird to come and check the affected items during that time. I don't understand the process which is being followed here. In my mind the process to asses claims of the same nature should be the same. What I also don't understand is I am being told that there was no power surge during the time of my incident. I don't even know what the word SURGE means and how was the previous claim settled and the current claim is being rejected. And there was no comparison made between the previous and the current claim....so how are the brokers concluding my claim as being rejected? The brokers are also not giving me the contact details for Eskom. These brokers are absolutely ridiculous and the consultant who was handling my claim knows less of what he is doing and he has a very negative attitude. I need the claim to be treated as the previous claim I had with City Power. We all know that many of our items are damaged because of the current load shedding and our foods are getting off on the other hand. Come on City Power and your African Dawn Brokers...Please do the right thing.