Insurance Claims rejected

We had loadshedding in my area, when the power came back, both my TV and Stove started having problems. Stove showing an error message and not working, TV pictures started freezing. I registered 2 claims for the same insurance peril as cause of damage, TV was settled but Stove declined. The reason provided is that the malfunctioning is due to wear and tear. I disputed this because the guy who did the assessment look at the stove and concluded that the damage is due to wear and tear without conducting any test. I asked the consultant the following questions and she has not responded after 2 days: 1. Which component of the stove is damaged due to wear and tear? 2.Can the stove be repaired or it must be replaced. 3.What is it that he saw in the stove that made him to conclude that the cause is wear and tear and how did he get to this conclusion, 4. The guy who did the assessment said he did not say this cause of the stove to malfunction is wear and tear, it was digital assessment who made the conclusion and made a decision on behalf of the insurer that the claim must be declined. 5. It puzzles me that the TV claim is settled but the stove is not but both were damaged in the same incident. It has been days without a stove or a feedback on the above questions. This treatment is unfair and unacceptable, I want to allow the insurer to review this decision but if it takes longer I will have no choice but to escalate to ombudsman to intervene.

Can someone tell me when will I get feedback on the review decision as the consultant does not have answers and can not give me time line.