Microwave sent in and received more broken then before.

I am very unhappy with what happened to us. We claimed for our microwave because it kept on stalling after load shedding and the front panel where you select the times would not start. However, after a few minutes, it would work again. We thought that because our tv was accidentally broken we would claim for both the tv and microwave. Auto and General advised the tv would be replaced but the microwave's claim was denied, due to W/R wear and tear. This is according to the technicians, who in the first place took the incorrect model number which was not my microwave model number. Then, when my microwave was returned, it was not able to heat any food but the front panel was now working fine after loadshedding. When I called Auto and General, to advise them what happened, they advised me to send an email to dispute this, I then waited almost 3 weeks and had to call in myself to find out that my dispute was denied and I should send another email to further escalate this and wait another 10 days. ( Working days). How can we trust our insurance company when we try to claim for something but then they send it back and say it is not covered for what it was sent in for, but then you have an all-new issue that was not there before and now the thing is not working properly at all.