Doubts at the claims stage

I started my household cover on the 16/02/2019. My fridge packed up on the night of the 28/02/2019. I reported the claim immediately on the 01/03/2019. I had to call and follow up on everything from when the assessor was going to come out and how far the process was. I never once received a call from Dialdirect regarding an update. Finally after numerous calls I was advised that the claim was approved and a replacement will be supp****. This morning I called to follow up and was told that I would need to wait a further 3 to 5 working days for delivery as the unit may need to be ordered and couriered to me after paying an excess I do not mind paying. I offered to collect the fridge at my own expense from Durban. My fridge is a water on tap unit and in order to equip myself with a fridge I even offered to accept a different brand with similar features and I was told that it could not be done as it is a downgrade. The supplier now tells me that the fridge being supp**** is just a dispenser...is that not a downgrade? I requested a payout so I can buy a fridge locally and was told it would also take 3 - 5 working days. I was offered a Makro card which will take 24 hours or so to activate but then need to drive to Durban again to buy a fridge and move it to Richard's bay on a Saturday. Is this truly the exceptional service I was promised??? No updates and service excellence?