Issue with claims

I submitted a claim a week ago, with a supporting document from a well known technician, with regards to my fridge that is not repairable due to lightning damage. Hollard send someone else and that company claimed that the fridge is no longer working due to wear and tear. After the claim was lodged, 5 days after, I had to phone and phone to ask for the report, only to find out that the claim was rejected. Seem like Hollard do not care about their customers. Don’t even phone back. After a week of waiting - food going down etc. Very bad service. I have 2 different reports, saying 2 different things, but they do not care.