Surge Damage Claim

We put in a claim for a washing machine that was damaged by a surge. The washing machine is worth over 10K. Discovery inform us that they can only pay out 5K. Apparently the rules for surge damages were changed last year and people were notified. We received no such notification. We even increased our content cover at the end of last year and were still not informed about this. One cannot replace a washing machine or fridge or similar item for 5K. If we were notified that there was additional fee we would surely have paid the fee to have our items covered. This is how discovery tries to catch out their clients and to not pay what is due. We've put this claim in and even spoke to the manager Tatum Van Staden regarding this issue and they are all singing the same song. Apparently the service department is looking to see if they sent us any correspondence for the past week now. Not the kind of service expected. We've even requested a broker multiple times as we have many products with discovery and we have received no feedback regarding this. Seems like once you are paying your premiums you're tossed aside and aren't important anymore.