Bad service

My name is Tshepo, the beginning of August I made a claim against my home contents policy with Dial Direct. Two of my fridges, a microwave and a small radio were damaged through a power surge that occurred in our area. They sent their service providers to come collect the items from my house and they were all taken. Within a few days one fridge was returned fixed and the other one was returned a week later or so, also fixed. I asked the people who returned the fridges when will I receive my microwave and radio, they indicated to me that they will not be able to fix them and new ones must be bought. I waited for Dial Direct to contact me on how far they are with the matter but they never did. Last week on the 14th of September I contacted them telephonically to enquire about my claim, I was assisted by a male person by the name of Itumeleng in the claims department, he advised me that the person who is supposedly dealing with my claim is currently busy and will revert back to me in 30 minutes. I am still waiting for the call. The person who initially assisted me with the claim is Crystal also in the claims department. I have sent a formal complaint on their website, still no respons