Very Unsatisfied Client

I am so PD off at budget insurance I logged I claim on 02/06/2021 for an electrical surge on my TV, which was rejected because service provider KOMU digital said it was wear and tear and they are not Samsung approved. They brought back my TV today 28/06/2021 soaking water d*********** the TV and it looks the water went into the screen. I called to log a complaint they said they would back to me because the lady that is handling the complaint was on leave and she needs to work through her emails. Surely, if someone is on leave, you should have a stand-in dealing with complaints or is complaints not that important to budget. I am thinking of cancelling and going with another insurer as my TV came back worse than it was before it was taken in for assessment