Nedbank claim for borehole pump

I put in a claim with Nedbank. claim nr: C***. They refused to pay out the c laim wich was for a borehole pump. I understand that the pump is damaged due to wear and tear. Wikkies pumps gave me a report that the motor was damaged due to a power surge. So Nedbank must pay me out for the motor. I mailed the the report. They have not come back to me. I phoned them again today and they said they will come back to me. Thank you