Generator

My 16kva generator was struck by lightning so I got a damage report and quotation and send it in to my Broker on the 12th of January 2024 The claim form was also sent to the broker, but my p/a made a mistake with the date on the claim form (10 November 2023) all the other documents show 11 th January. 2024. I got a call from the assessment company Hitech to come and assess the generator, I ask her how they will load it, because it way more than a ton so she sai the then will assess it at the bin. Two drivers come and only take photos of the generator. I saw the 2 drivers today when they return my TV and ask them how the generator was assessed he told me that admin assessed it on the photos they received from them the drivers took. So, King Price turns down the claim. How can they make a decision on such assessments?