ABSA pool pump saga

As per my previous post I have still not had resolution on the pool pump. I submitted a photo of the old pump.Got a letter from my suppier to say the pump was no longer functional.Now I am told they want to know the actual cause of the damage..Quote at this point the report received is not confirming any insured event.Not sure what that means.The old pump was at least 10 years old.I am 71 year old so certainly did not take a hammer to it or stick wire into the motor etc. Perhaps like me it was just old and tired. Yet another case of finding any excuse not to pay a claim. Christina Cross