insurance claim failed.

I have own insurance with this group and to date i have not got much assistance from them, i called them in the first week in February 2024 complaining that my washing machine had stopped working , it took them 2 weeks to send someone to have a look at the machine, they moved the machine around and then switched it on so the power button came own however machine never worked as we didn't have water to find out if the machine was actually working , so these guys took a picture of the power button and went off on their merry way. the next day when the water was back on i put a load to wash and the machine never worked, so i called 1st for woman and they said they are waiting for their 2 workmen to give their report. i have been waiting with no response from the insurance company until i called them today and then they tell me its wear and tear and it's not covered, previously i had the same story given to me when i reported my roof started leaking after the heavy rains and the doors that i had just bought had been damaged, it all fell under wear and tear, what exactly does the insurance cover. i am stressed and lost.