Does Dial direct asses claims based race perhaps???

After years and years with Dial Direct I'm very unhappy and unsatisfied with the service. My fridge broke and I don't know what was the cause. It does not freeze anymore and had to throw all the food away. I pay the premium for such emergencies but now they are taking me up and down like thet are doing me a favour. I pay the premium every month they don't struggle with me when I have to pay so why must I struggle so much to get assisted with hbe fridge. I already paid a lot of money for all these years for me to struggle with a mere fridge imagine if it was a car accident. So claims are assessed based on the race now because the person who recommended to me that I use dial direct was assist in less than 48hrs with no hassle at all. His claim was sorted in 48hrs. Or should I bring that evidence and challenge this matter further legally this time. I'm very very disappointed