Greedy FFW with disgusting service and claims experience

I have a long thread but annoyance and shock are an understatement to what FFW is doing to me.

On the 4th of February we did laundry as we usually do on a machine that is about 2.5 years old - which due to historic load-shedding we decided to service in September and we bought a new motor and pc board upon inspection due to some of the degradation, which would be a thing of the past as we then in September installed an inverter, so load shedding became a thing of the past to worry about it degrading as our electronics remain on all throughout. On the 5th there was a bad thunderstorm as its what's been happening in JHB lately, and the morning of the 6th our machine wouldn't wash (drum didn't turn) meaning no power to make it wash. We called our Samsung technician whom we are still in warranty with post the service and he confirmed it is due to the lightning and checked plug points to confirm the surge. Both the dishwasher and washing machine were impacted. I then proceeded to my app to log the claim for the washing machine as I knew it is not due to wear and tear, which is why I didnt log the dishwasher as to be fair that is 6 years old.

What you will first get from FFW is silence, if you don't call nothing moves. Their assessors got here on the 9th to execute, and without even hearing us told us this is a motor and pc board issue and not thunder, we asked them how when they can see this is new. They said they will send report to FFW, ,I asked them are you skilled with electrical understanding or just washing machine fixers cause there is a difference - FFW then didnt respond to me till yesterday the 14th to be called by a lady to tell me that the claim is rejected as this is a normal wear and tear - now tell me would I be that naive to submit a claim if I knew my machine is old and is run down?

FFW didnt even give me an opportunity to ask questions nor challenge - the lady further said she is just relaying a message as her colleague called me and I said when cause it was the first time since I logged the claim that I heard from FFW.

I am told if I have a report from my said technician I can submit it and they will forward it to reviewers - so much for thinking household content insurance is protecting customers against any fire and damage due to lightning strikes. Sometimes its not forth it to move from your trusted insurance of years (6) to join FFW (1) be claim free with them for a year and the first time I claim or interact with them outside of my premiums which they collect its so distasteful. Shame on you for not putting customers first.

If it was winter or spring and there was no weather challenges perhaps this would have gone done lightly - if I wasn't using the machine a day prior perhaps also this would have been palatable but disgustingly you chose profit over customer.