Dialdirect Refusing to honor home contents claim

I logged a claim through Dialrect in October 2023, I have been their client since 2020, TV got damaged in October due to a power surge during loadshedding, this TV is a replacement TV following my first claim with the insurance in 2021 after my JVC TV fell down in 2021. Instead of replacing like with like they gave me a Hisense TV. When I logged my call in October with Dialdirect the claim on the 26th of October 2023 It was was approved and their contractor came to collect the TV for repairs two months later after i made numerous follow ups i am told that the TV will not be repair due globe damage.