Standard bank Household Insurance - bad service

I submitted a Claim for my Washing Machine on the 1st of July 2020. After speaking to a consultant named Jethro. I explained to him that I had a Washing machine technician come to my house to have a look at my Washing Machine. Thinking it was something that I could fix myself. He then went on to tell me that the only time they will be able to cover the costs will be if the problem is Mechanical or Electrical. Which is was, as the person informed me that the PC board of the Washing Machine was going. And that it would be more expensive to fix it than to just replace it.

So I submitted the report he gave me, and waited. I waited about a week, and heard nothing to called the call centre, and came through to a Constance. Who then told me that they are not able to do anything on my claim as the report didn’t state why the PC board on the Machine was going. So I told her that I had it for a long time and used it every day. Which after she told me that I would have to resend the report stating that it was due to wear and tear. So I did.

And then waited for feedback. Which didn’t come, so I called back, and came through to Constance again. Then I was told to please be patient as I would get feedback that same day. I didn’t. I had to call back again. Today, the 16th of July. Then I was told that my claim was rejected because they don’t cover wear and tear. So now, I feel like I was *******. First of all, I was told that the machine would be covered if it was Mechanical or electrical faults. Which it is. But now, because I used it too much for too long, it’s not ok? So this would’ve been accepted if it was a brand new machine?

It feel this is unacceptable, as you are required to pay every month without fail, but when you actually need them to help you out, this is the type of treatment you get.