Rejected claim

Good morning

I am nit satisfied with the way my claim has been handled, I received an email saying they have been trying to call me but couldn't get through. I submitted a claim for my washing machine which they say its not covered. The assessor said its a wear and tear and I don't understand why the assessor would say its wear and tear. I am sure even if you were to see it, it still looks new and has never beed damaged before.

The machine was working fine before the incident, I remember when my wife was using it on Friday (13 August 2021) and it worked just fine and then on Monday morning (16 August 2021) that is when she was using it again when we heard noise coming from the machine.

Upon inspection we saw two wires and the rubber covering the drum so that the water won't spill was torn. That's when we switched it off to try and see what was wrong as it was the first time doing that. We have been using this machine since 2016 when we bought it and has never given us problems.

My understanding of insuring your product is that when something were to happen, you would submit a claim in the future incase something happened so that your product can be fixed or replaced.

Please help