Injustice on insurance claim

I had a claim logged for my fridge which is malfunctioning after a power surge. My claim was rejected after the accessor provided a report with only pictures of the fridge and no mechanical checks advising the fridge needs gas. In this instance the accessor got paid for his incompetence and Nedbank did not ffg due diligence in requesting for a technical report. I also believe that the protocol of filling gas if that was need should have been carried out by the nedbank as a process of elimination case the actual compressor or other mechanical parts have been compromised due to the power surge resulting in the malfunction.