Claim rejected but a proper assessment not done!

In August I contacted FNB short term insurance as my pool filter had broken - filter sand what going into the pool & through the backwash system.

They appoint a contractor as well as an assessor & we were all added to a WhatsApp group. The assessor & contractor did not come assess at the same time although they were supposed to.

To cut a long story short, my claim was rejected in the basis of it being wear & tear. The issue I have with this is that the assessor did not bother opening the filter to see what the issue is. When the contractor came, they opened the filter but did not remove the water & sand that was still in the filter.

So based in that, why can FNB claim its wear & tear instead of a break?

I have since had the filter the repaired & it turned out that it was the filter fingers that were broken, not as a result of wear & tear.