Poor Service and no TCF

Wow what poor service from a brand like Discovery. I logged a claim for my microwave to be repaired after it was damaged by a power surge. The first SP said wear and tear and the unit was sent for a second opinion and the SP confirmed signs of power surge however they liaised with the claims department regarding the claim. At no point was I advised what was the damaged components and what the costs would be to make an informed decision. The claim was authorised and an invoice for the excess was sent to myself. I raised this with my broker and he agreed that the claims department should have informed me what costs were involved and when I requested the invoice to be provided the SP said they are not allowed to give the customer the invoice which is quite absurd as I am the owner of the policy and should have the right to know what has been replaced on the unit to know which parts have a guarantee on them in case there is another fault on the microwave and the SP cannot charge for the same thing while under guarantee. I find this unfair to myself however the SP says that it was an instruction from the Insurer which makes me question the reasons for that instruction. Is the Insurer hiding the costs so the Insured pays the excess which may cover or exceed the repair costs and the Insurer seems to be covering claims because they have a good authorisation rate which in fact the customer covers and not the Insurer. The claims team did not inform me of the amounts authorised and just went ahead and authorised the claimed without giving me an opportunity to accept or decline the quote as my research on possible components that failed may have been less than the excess due by myself. I received sms's on the progress and when I went onto the website I could not view anything other than the same sms received regarding the claim. I do feel that this experience was poor and far from TCF and there were barriers placed in the claiming process. The SP agreed to bring the unit back on Monday 13/09 after I had a discussion with the lady from the SP and my broker that the claim should be cancelled and a complaint was laid with the Insurer via my broker to which I have not received any feedback on yet. The unit was only delivered today 16/09 and the unit was scratched on the covers and the SP did not put the control panel back correctly because the unit does not select other setting like it did before. It feels like they just slapped it together because the claim was cancelled. The unit used to go on and settings could be selected but the unit did not heat up and now it doesn't select any settings at all. I am really disappointed in the claim process and the condition the unit was returned in. Being in the Insurance industry and to receive this type of service makes me want to cancel all 4 of my products with Discover Insure.