Goodday i ve got insurance at auto general

Goodday i ve got insurance at auto general. I did a claim for my washing machine now they tell me its wear and teare but the forms thst was submited by RSI does not say anything about wear and tear. The people that was ask to come and looked at it told me it will be 6000 rand to fix but on the RSI forms is a total of 17000 thousand pls can you assist it is already nineteen days that i struggle with them.