Dot sure declines claim

Did a claim due to load shedding because I wasn't at home and had rushed my mum to hospital in an emergency and panic I left I forgot to switch off the mains which caused my TV , microwave and hifi to blow up. I respect that they have a policy in place regarding load shedding etc but this was total an emergency and I did submit all supporting documents from the hospital including the time etc but they still declined it. I sent everything to the ombudsman and still no joy they want me to get an attorney when I did tell them I'm not working. Insurance ever ready to debt but when for us to claim there is issues load shedding I'd going on for a few years which we follow the eskom app and protocol and the one time it's and emergency they refuse to pay out it's not like we claiming every month or something