WORST SERVICE EVER CLAIM

I have been with Dotsure since it was Oakhurst. I have had nothing but inconvenience from accounts and claims department I have not had many claims and each one is an issue. The recent one I am fighting with is. My chest Freezer has given up and is uneconomical to repair due to a power surge. This was rejected in October. I then queried this they said then there was a circular that went out in June to exclude load shedding and grid breakdown. This email I never received and after many requests still have not received this email, which I'd suspicious. I then get told if it load shedding they won't cover it. However the report states power surge which should be covered. I have on my policy freezer coverage as well as content cover. I really don't know what to do. They are beyond useless.