Ridiculous service

In January 2021 my mom's TV stopped showing pictures but the sound/speaker was still working, this happened around the time that load shedding was re-introduced. We assumed that the breakage was due to load shedding and reported the TV to Outsurance my mom's insurance company . Outsurance assigned Peter from DS TV to the case, he collected the TV for assessment and advised that the issue was not due to load shedding the backlight was finished. Outsurance rejected the claim as this was wear and tear. The TV was return and immediately we could tell that there was more damage cause as the sound was not working the on and off light was no longer there. I questioned Peter he responded by saying that the bottom line is that the TV is broken and he can't fix it. We took the TV to another technician who confirmed that the screen was broken, certain parts were left un attached and quoted us R5500 to repair the TV. He confirmed that the fee for the back light is minimal compare to fee to replace the screen . The TV screen was broken by outsurance's nominated service centre which makes one question Outsurance's selection process of their supplier/merchant network and the service centres that are affiliated with the brand. My mom should not be liable to pay for this!! Outsurance must pay for the screen and other parts that were damaged by Peter. We need sorted ASAP!!!!