claim rejected

I have a dial direct policy, my fridge just stop working, leaving all food deterioration i submitted a claim, a week ago, i requested that the assessment be done at my parents home,because I do not have anyone at home during working hours, i took the fridge then the assessment was done. when i called dial direct the consultant Keenan told me that they have not received and report from supplier/servicing company, i then contact the Company an was advised that the report was submitted, what WAS SUCH A disturbance Was that Keenan asked me who the owner of the fridge was, the lady Jogerah who was also assisting me with the claim asked the same question, i rep**** that I am the owner.. i even have proof of purchase , this is so disturbing because im being a accused of being a lair, which I do approve of at all ,total disrespect . I THEN LOGGED ON-LINE TO CHECK THE STATUS OF THE CLAIM AND NOTICED IT WAS Rejected .I called 3 times for the day ,AND IT ONLY AFTER 2PM left messages and no feedback from anyone even emailed Jogerah,but no feedback,this is bad service and i do not believe that Dial direct actually have the nerve of accusing me of lying