1st in uselessness!!!

I am so disappointed by these guys. After years of loyalty it took a fridge claim to realize I do not have insurance. My fridge stopped working Sunday, I called 1st for Women Monday to file a claim, after 15min holding time I was told to go to the app. I submitted a claim via the app on the 28 Nov, today 30 Nov, I had not received any communication. I called again, around 10AM, 30min call time spoke to a lady who advised that I will receive all communication via the app and that my advisor will call me. I called again around 3PM still no communication only for a call to he cut 10min in - no one called me back. Only to receive an email from my advisor stating that my claim has been handed over to an external company, who will take 3days to submit a report to them, n they will take 2days to come back to me (5 days)!! Email also stated I have a R35700 excess to pay!! Dismayed, I called again- another 20min call that ended up "dropping" I called again 4th call another 25min call. Basically my insurance will take over a week to finalize a fridge claim!! A freaken fridge - how much more for more serious things. Nothing has been said about the food that went off, the fact that i have to live on take aways, instead the person I spoke to advised that "Ask my neighbor to host my essentials in their fridge" or buy a cooler box. What's the point of having insurance if I will be inconvenienced so much during my time of need? I have been with these guys for over 8years!! In this scorching JHB heat, I don't have access to cold water