Shady business

We have home owners insurance with outsurance, recently we did put a claim in for our pool chlorinater as it stopped working correctly, they then appointed a outsurance assessor to come out unfortunately he couldn't make it so he sent a email saying he is sending a contractor, the contractor called me and we made a date on the agreed day the contractor didn't show up instead the contractor sent other people to come assess anyway they did put on the pool pump and it was running as normal then they just took pictures didn't open anything to inspect and then left. Following up we were advised that its due to a power surge from loadshedding and our access will be high. My question is this if it was a power surge meaning it came in through our main power supply cable past through our main db board didn't disturb anything there then ran to the sub-db board by the pool pump where it past all the breakers , the digital timer, light switches and borehole pump switch and just affected the chlorinater component that converts the salt to chlorine. The chlorinater still goes on cause when you disconnect the cell it shows the cell has been disconnected so there is still power on the chlorinater? Am i getting this wrong? But according to outsurance and their contractor it's because of a power surge? And i know when there is loadshedding i i turn off all the breakers to protect my electric stuff from surges but what do i know right.