Incompetent and unprofessional

My daughters desktop pc was on she was gaming then loadshedding hit after loadshedding the desktop did not turn on anymore, i let my insurance know and they sent this company called chata tech to collect the pc, they arrived had no documentation stating they are taking the desktop and what is in the desktop, insurance then 4 days later insurance lets me know that chata tech says it is wear and tear, it seems like this is what chata tech does to all equipment just calls it wear and tear. And when i ask to see the report the insurance and chata tech wont show me the report,