Home contents cover 1st for women

I'm very disappointed with this insurance company. I claimed for a fridge that started having issues in October 2023 and i paid 3800 for excess,the service provider they sent damaged my fridge and its still not working. Now 1st for women is no longer taking my calls and replying to my emails. I asked that they replace the fridge or refund the excess that i paid since my fridge is not fixed. They went awol on me. When i try to cancel my policy with them they put me on hold for over an hour then cut off the call.