Bad service during claiming process on home content

I had an insurance *** with the above institution for car and home. My borehole pump stopped working and tripping electricity whenever I tried to switch it on. I called my local electrician whom after checking he found that the pump needs to be replaced as it was damaged. I logged a case # C*** which I was told within 7 days the issue would be resolved. After 7 days the issue was still not resolved and the second assessor was sent to my house to make a report! I then on my own bought the pump and called the electrician who installed and started having water again as I could not wait. The total cost for me was R3790.60 which I submitted to the insurance for refund and to my surprise I was told that the amount is within their R4 500! My query now is why are they saying that while they did not include the amount they got charged by the 2 assessors which they sent to my house as they were also billed for the same borehole. I have requested the 2 invoices from their assersors to get to the total cost but to no avail! They cannot only count my expense and exclude what their 2 assersors charged them as it is also part of all the invoices for the borehole pump. Another thing is their assersors said it's an electrical fault which my electrician said it is not as the pump is having a whole meaning it can be anything including a stone damage from underground as all the electrical cables does not show any burning sign! So please assist me in getting my full refund as the money must include all expenditures since even their assersors exoence was to get report for the damaged pump. I was even surprised about their excess of R4 500 for such contents as it is even much higher than the house excess R2 200 itself! The lady who was assisting me Kelebogile at fiart said I must confirm my banking details for a refund and then immediately within the same call changed and said there is no refund as the assersor said it's an electrical fault and the excess for electrical fault is R4 500 and my expenses are R3 790.60 while excluding the same assersors invoices!