What a let down

hello, I had a terrible experience with miway insurance and my claim number is C*** am insured with MiWay for the home contents and lately I'm have experienced a problems with my 15kg Samsung Washing machine it does not spin properly and sometimes it gets stuck in the middle of washing and the water also fills the drum to capacity and end up spilling the floor, I am trying to make a claim with my insurance and the assessor came for assessment and the feedback from the insurance is that the is nothing wrong with the Washing machine whilst I'm experiencing challenges with it, I have never made a claim with them since 2023 and I cannot just claim my machine out of the blue,I want them to replace or fix the machine that's it.