Refusing to pay out an insurance claim

I submitted a claim for a Samsung Tablet on Monday, 13 July 2015.<br> I also sent through a damage report and a replacement quote.<br> I had to call the insurance back the day (as they didn't contact me as promised). The claim was denied due to the problem being the Software, which is not the case. So i was informed that a courier would collect the tablet from me and take it to the insurance companies own assessors - Tirisano Cellular Insurance.<br> The courier (The Courier Guy) collected on Wednesday, 15 July 2015 and I received the tablet back via courier (The Courier Guy) on Monday, 20 July 2015 after 13h00.<br> <br> I had contacted the insurance company on Monday, 20 July 2015 at around 10h00 only to be told that they are still waiting for feedback from Tirisano. After receiving the Tablet i then phoned the insurance company again to find out why they sent the Tablet back and still have not contacted me.<br> <br> The gentleman then instructed me that i will not be able to claim this cellphone due to the problem being wear and tear, which is not the case either.<br> <br> I want my claim to be processed.<br> I find it very unfair that i have been with the insurance with more than 6 years and then i am treated badly<br>