Aggrieved clients

I submitted a claim with old mutual insure on the 29th July 2021 after my electrical equipment and audio visual equipment (tv) were damaged by a power surge. Old mutual pride themselves with a turn around time of 2 days. Today is the 11th August 2021 mu claim is still haven't settled. Because the insurer wanted to settle my TV with less than the market value in most shops. I queried their AOL and I guess that's when my problems started the lady by the name of Faith Mangena was assigned to my claim. After we had a lot of problems trying to settle my claim, when I finally thought my claim will be settled she has told me that I cannot be paid even the money they had offered on the AOL because am covered for less. I have my policy schedule which clearly states am covered for the repair or replacement cost. Now she wants to settle with less than what was offered on the initial AOL. My first question is why did they send me an AOL in the first place if I wasn't covered with the right amount.