Unprofessional Service

A claim for a fridge that stopped working due to Load shedding and power surge was put in on 06 Feb 2020 online, Claim Number ***, a discovery agent supposed to call within 24 hours and no one called for a whole week. A week later, I call Discovery and the agent apologised for no one calling, said that she will get an agent to call and have a technician sent to check on the fridge. When the technician arrived 2 days later, he said that the fridge was tempered with. Natal refridgeration was called out to come have a look at iy as Discover took too long and I could not be without a Fridge. My daughter said that I must not repair it as the technician from Natal Fridge said that the load shedding has caused this problem and insurance must sought out. I then waited for Discovery to get back to me after numerous emails and calls, and only got feedback from them yesterday saying that the claim for the washing machine is declined due to wear and tear. I never claimed for a washing machine but a fridge. Yes, I had to get a technician to come out and have a look as Discovery was taking too long, I still don't have a fridge due to all this inconvenience caused. The handling of this whole claim is totally unacceptable especially the part where they send a letter declining the washing machine??? This is totally unprofessional. All documents can be provided to prove the above.