Bad Service in replacing Explorer and insurance claim

Beginning of the month lightning struck my house which destroyed 2 x tv ,my explorer and gate motor. The tv's and gate motor was sorted as per house hold insurance but Multichoice I have no words for them.the following day my wife took the decoder to RANDFONTEIN Multichoice shop as I know we have insurance,When there she was told they cant replace the decoder as its not insured to our suprise. Now lets put this into perspective before I bought an explorer i was using a decoder i think is d6d model for close to 10 years and its never really gave us problems and we always paid for insurance.When we upgraded to explorer we advised multi choice after it was installed as we also had activate certain features to work. For good year i have been using explorer and paying for insurance and normal explorer compact subscription.Today im sitting at home with a dead explorer that i cant use because multi choice is refusing to replace my decoder whilst for the past year they have been taking my insurance money and when i claim they tell me its for the old decoder which i have used for more than a year. I want multichoice to replace my explorer or give my premiums i have been paying for the time i was using explorer.