Not satisfied with the email they must elaborate because I'm paying ever month

Hi my name is Mmamolitsi on the 27 December 2023 I lodge a claim of my bar fridge not working and there was food in it and I send photos . Consultant phone me saying I have to pay an excess of R4000 then I ask why the amount because is a bar fridge she told me that the amount is less than an excess I must repair or replace myself.And I ask about the food that was in the fridge she told me straight they can't pay for the food.After fee days I received the email saying we have great news for your claim The amount which u claim is less than the your excess so we closed your claim .