Poor service

I am writing to express my deep disappointment with the level of service I have received from the Home Contents Claims Department. I logged a claim for a fridge that freezes and subsequently causes food to deteriorate, even after I tried adjusting the temperature. Since the claim was submitted, I did not receive any email communication from the assigned claims officer. The only communication I received was a single SMS, after which there was complete silence. If this is the type of service I should expect when logging a claim in December — with no feedback, no updates, and no follow‑through — then I will seriously need to reconsider my choice of insurer. This is not the first time I have experienced such poor service. To make matters worse, when I went to follow up on the matter today, I was informed that my claim had been rejected, without any prior communication or explanation. I then requested a manager to contact me regarding this unacceptable experience. I am extremely disappointed and expect urgent feedback and a proper explanation regarding both the claim decision and the lack of communication.