Excess *******

On the 03rd of February I submitted a claim for my TV which just stopped working, we ended loadingshedding at 14h00 and the tv played for a few hours after that - When the assessor came out to do the assesment on the TV we explained all of that to him and he also took a picture of the power surge protecter plug which the TV was plugged into. When i called to follow up on the claim i asked the consultant what the cause of the damage was and she responded by saying that it is a possible power surge however it cant be proven - why are we being charged R2500 for excess if this is not the case. We have taken all necessary precautions to make sure that our TV wouldnt damage from loadshedding by specifically buying a power surge protecter plug, your assessor took pictures of the plug and it was all submitted to the claims department. Why are we being charged R2500??????