Unwilling to assist

My DSTV SD Pvr decoder stopped working on 02.10.2015 after we had a power outage in our area. I only realised this in the evening when I got back from work. I called the call centre and I was told that the error code on the decoder screen indicates that the power box is blown. I was told to bring the decoder in for testing which I did on Sunday 04.10.2015. The consultant tested it and told me that the power box is blown. I requested for a damage report so that I can submit an insurance claim. I was told that it would be emailed to me which did not happen. I then went back to the customer service centre in Randburg on Sunday 11.10.2015 and they told me that the lady who does the letter for the damage will send it to me on Monday 12.10.2015. The letter was duly sent to me but it did not state what the fault is with the decoder and the insurance company requires this in order to process my claim, the letter only states that there is a 'BE1' error which cannot be repaired but the insurer does not know what is a 'BE1' error. I sent email requesting for the letter to state that the power box has been blown as per the consultants I dealt with but she refused and is not willing to do so.