Bad Insurance Experience 😕

This is the worst insurance company that I had in my life.It has been from the 13th of February that I have submitted my claim until now today on the 23rd of February that I did not get a response from them.I had my freezer and fridges plugged in to my Bluetti 2200w power station portable inverter that cost us R36000.On the night of the 12th of February there was a power outage and I could not start the generator at midnight due to neighbours that are working the next morning.So when I woke up on the 13th the machine was not working so I submitted a claim by my insurance company Auto & General.The next Thursday on the 19th of February the assessor came to collect the machine and that same day send the report of the machine to the insurance company.Today on the 23rd of February I had to ask them about 9 times to give me a call .The first response was to me that the claim was handed to the management for the review to decide what the outcome of the claim will be.Then a second response to me was that they are still waiting for the report.So my question is who is telling the truth and who is lying?I think it is time for us to move to a new insurance.