Incorrect report provided by SP-resulting in decline of claim!!!!

I would like to lay a formal complaint regarding the above mentioned claim which was put through.

I would like to put on record that I called in and left a message to be called back, after receiving this rejection letter.

My question and concern was around, how does the SP knows that the bearings in the washing machine is gone when they did not open the entire unit to establish this? To date I've not received a call back explaining this.

I've had to get someone from my side to open the entire unit only to be told that the bearings is fine and that the spider is completely broken, which is mechanical hence the drum is not spinning. See pic attached, did the SP provide such a pic, No, as they did not even open the machine to ascertain what is properly wrong. And only took pics from the top. My concern is why take pics from the top when the bearings (as they claim is broken) is in the inside of the machine??

I would like to escalate this matter further, as you can imagine that I've not had a washing machine for more than a week. How can Santam appoint such SP who cannot do a proper investigation and provide a proper report?

Should I not get feedback on this within 24 hours, I will be escalating this further to the ombudsman.