Damaged Kitchen Unit

I logged a ticket almost a month ago. No one has seemed to want to assist on this matter. A lady of male by the name of Ankia told me my Electric Express suppliers don't cover water damage even when unit is under warranty. Well I accept that. But I am paying for insurance for this kitchen unit. So I don't understand why they have to check with supplier if certain damage is fixed. I pay the insurance which they debit every month. Please explain what this insurance is since you wont fix the damage on the kitchen unit. In other words they are committing *****. After that they didn't even send someone view the falling doors I had mentioned as well. I am really amazed by the level of 'high urgency' the company has taken on this matter. I need to know if its time I sue for the insurance money I pay, if they not gonna assist.