Find any excuse possible to reject claims!

I registered a claim for a gate motor on 16 April. A technician, Lawrence came to assess my gate. After spending almost an hour trying to see access the problem, he came to a conclusion that the motor either needs to be serviced or replaced completely. He even mentioned that insurance companies don't like to service, they would rather replace. A while ago, I called Miway only to be informed that the claim is rejected due to "normal wear & tear". This is not what your technician, told me. The call centre informs me that their technician will never give feedback to a client! But he gave me the feedback. Why is it different from the feedback from Miway? Who is telling a lie, who must I believe between Lawrence & Miway? When I registered a claim last year for a gate motor at my other property it was rejected for the same reason. Lawrence is the same technician who came through & he informed me then that the claim will be rejected due to wear & tear, indeed, that's what happened & I just bought another motor & let it go. So I believe Miway is deliberately rejecting claims hiding behind "wear & tear". How does one run a business with such ************* people?