Worst service

My wife stays with her 80 year old mother in the same house as I have to work away. On Thursday 2026-02-12 there was a power failure due to a storm. We do have a generator but I can not allow my wife to go start it during a storm. We bought a backup bluetti portable powerstation ac 200 which we paid 36000 for in case of emergencies like that as we are 40km from the nearest town and we have 2 fridges and 2 deep freezes that needs to run on the backup power station. My wife plugged the appliances in and the next day there was something wrong with the powerstation. My wife put a claim in on the Friday 2026-02-13. On Monday 2026-02-16 no one phoned her about the claim. She had to phone them on several occasions. At long last they send an assessor which was fast and came to fetch the powerstation and handed them a report on Friday 2026-02-20. On Monday 2026-02-23 my wife had to phone them again and the response was that they received the report from the assessor and it went to management. Later the same day someone else contacted her and said they are still waiting for the report. No it begs the question who is telling the truth? And in the meantime if a storm hits there is no backup power my wife and mom can rely on. Thanks Auto and General for your fast responses. It is time to look for other insurance.