Since I joined I received great service until a week ago when I reported my fridge and I was asked to get an assessor by myself

Since I joined I received great service until a week ago when I reported my fridge and I was asked to get an assessor by myself. I had lost groceries to the amount of R1745 due to the poor service and subsequently while still upset, the case was closed. I got so angry I came too close to canceling the insurance. I will be happy to have the case reopened and have the fridge sorted as soon as possible. I try to pay the premium even when I am not able to