Miway ridiculous service

I'm so dissatisfied and disappointed in the service I got from Miway. I have been with them for over 3 years now and have not missed my premiums. I logged a claim for my washing machine that's not working. They sent an assessor to my house and he told they would send a report to me regarding my machine. I was then contacted by the consultant who told me my claim would be closed as it's wear and tear. Why am I paying my monthly premiums if I'm not covered? What is wear and tear. I'm a single mom of 3 kids and it's now winter....how am I supposed to do their laundry....with my hands yet I have washing machine and it's also insured and all my premiums are paid. I've never had such ridiculous service in my life yet I have insurance. The advisor was very happy to just close my claim, she could hear my frustration but didn't bother to give me any options. Why do i have it insured if I'm not covered?