Tv issues power surge

My 49”LG smart HD tv has an image problem, it’s giving me two different images, so I called my insurance to make them aware of the situation. The reviewer they sent to do an assessment couldn’t do the assessment or evaluation because we had load shedding, so he asked for me to take a video from my phone as soon as power came back. I did that, sent the video via WhatsApp. So the following day I get a message from momentum saying my claim has been approved bug they’ll pay out R7000, because they have a new policy for customers to pay R3000 excess. All I want is a replacement of a tv, as they promised when I took out the cover. They know that I won’t be able to get a replacement tv for R7000. They saying it power surge issue and my home have power surge protector plug socket. How can they finalise the claim after telling them the technician they sent didn’t do his job properly, he only made a conclusion on what he saw in the video.