Terrible service

I am really dissapointed, my first claim with you since I joined and I must say if this is the struggle i will have for all my claims im not sure if I should look at other options. We had loadshedding for 33hours due to this our fridge does not work to my suprise I have put a claim in on Monday still not sorted out. I have asked call backs and sent a email to phone my partner as i cant take any calls on my phone yet you still call me then when we finally got phoned 4days later we get told not much to my suprise and quickly told me that they are so sorry its long weekend il be called on tuesday yet not realising i have been trying since monday so in this time all my food has gone off all had to be thrown out because the fridge completelly doesnt work BUT clearly this is not important to you to assist what we pay for. Please advise me what you will do as i will need a new fridge and replacement of my groceries undef my house insurance, if you dont take 4days to call the correct nr this was to be resolved already and then tell me sorry i have to wait. Please contact my life partner as i have been saying on ***. I expect all to be resolved as specified as this is not service i expect on a first claim at all. I can't imagine if this had to be my car and i get such treatment.