COJ customer disservice

In January this year (2019) we suffered a series of power outages (three in two weeks). The last two generated such power surges when they were restored that they destroyed even appliances that had expensive surge protectors connected. Our home owners insurance (ABSA) specifically excludes compensation for damage caused by power surges, They pointed this out when we phoned to query what the procedure was for claiming compensation. We therefore had to go the route of claiming for damages against City Power. This has been going on for several months now and we keep getting stuck at the same piece of red tape: We HAVE to supply them with a letter from ABSA that refutes our power surge claim. The more we try and explain that we never claimed from ABSA because of the policy exclusion, the more they ignore this. I have sent them a copy of the policy document and referred them to the relevant clause. They don't accept policy documents - they want a letter that denies a claim that was never made. ABSA aren't interested in helping us, because we dumped their insurance in favour of Discovery Insure who DO cover power surges. I don't point fingers at the individuals at City Power who are dealing with this but the rules and regulations they have to abide by are ridiculous. We're now stuck in this Catch-22 situation: no claim, no claim denial. No claim denial, no settlement.