Virgin Insurance do not want to play my claim

I submitted a claim for damage to my garage door and garage door opener. There was a power outage and I manually disconnected the garage door opener from the garage door. Then I locked the garage door from the outside, otherwise the garage and home would have been open. Before my wife and I arrived back at our home the power was on. My wife pushed the remote button to open the door. She did not know I locked it from the outside. The opener tried to open the door, but it could not. It was locked outside. The garage door and opener broke. Virgin sends 2 contractors, Rainbow and Bromo for an inspection. Virgin Insurance never contacted me regarding the claim. I call them and they told me that the claim was not approved. That was very strange, both contractors was convinced that the claim will be paid. Bromo send a second report. I spoke to Riaan from Bromo and he felt that it there was a misunderstanding. In the second report he mentioned that the garage door motor run past its limits and that is why the claim was rejected. It never run past it limits. Riaan called Virgin and explain that it was an accident. Please help me to sort out the problem. This is bad service.