FFW will throw you from pillar to post at claim stage, but good at reminding you you missed a premium

I submitted a claim on July 13 for a fridge that's not working with First for Women. I was advised that they were to send a supplier to my place as per norm. I received a call from George's Electronics advising that they have been summoned by FFW to come have a look at my fridge, that was on a Friday and we secured an appointment for Monday. They never pitched till Wednesday. They took pictures of the fridge and advised me my insurer will call after they have sent the report to them.

A week later I received an email from FFW, Makhukho Malatjie stating that they're supplier told her that I'm never home during the day. I disputed that for it was just lies. I advised her that the people from George's did arrive at 13:00 and I was home. I also submitted a claim for food that I had to throw away. Until now, FFW is folding arms. I just called and spoke to Jo-Anne who referred me to Siphiwe after I persisted that I need a follow up. All that Siphiwe could tell me was that Makhukho wasn't at work today and that according to the report she sees is that I'm never home but only after 17:00. I'm still trying to figure out where did Makhukho got that. Number 2, I'm trying to figure out why didn't she make a note that I disputed that via email if this rumor is genuine. I have got emails to ans from her but it never crossed her mind to write that the client is always home according to the email dated...

I am finding it difficult to understand what is going on with this company when it comes to claims. Are its people trained to mislead us? I'm a Priest, I am always home. I go to the office on Tuesdays and Saturdays afternoon and sometimes the people come to me and I don't go there. My home is only unoccupied on Sundays between 08:00 & 11:00.

I believe they're trying to run away or I have become a burden to them. Can you assist in this regard? How does one live without a fridge? What is it that I'm missing?