ABSA Idirect bad inconsiderate service to a loyal customer

We have been with ABSA Idirect Insurance for over 5 years and we just recently submitted a claim for our double door fridge as the freezer side was not freezing up after a power surge. They then forwarded the claim to a company called Paragon computers. Their technicians came out to assess the firdge and submitted the report to the insurance whom approved the claim. the report i was given and signed was that the cause was a power surge and they also noted and showed me that the fridge had also been over gassed. I informed them that a technician had come to refill the gas and thats probably why it was over gassed. The insurance approved the claim and after receiving the go ahead, paragon ordered the parts for the fridge. they then contacted us to arrange to fit the parts. on the day they came to fix the fridge, they found that the freezer side was full of ice and one technician admitted that they should have told us to switch the fridge off earlier to defrost it. however, they then requested for boiling water to defrost the freezer so they could work on it. They then left and said that the temperature should decrease gradually over night. We then noticed in the morning that the temperature was actually increasing and so called thenm back. they then returned our call days later informing us that they ordered addiditional parts which would only be available days later. when they eventually recieved the parts, they called and said they were an hour away from our house. after about an hour and 30 minutes, they called again to say they were an hour away again. my husband and i then had to do some errands and so my husbands father waited for them at home. they eventually arrived and worked on the fridge, when we called home to follow up on the progress then informed us that they tried to workn on it but the fridge cannot be fixed anymore because they alledgedly found cable cut and bypassed by the mother board and so they will send in that report to the insurance company. they aalso said that upon them finding these cables, the fridge monitor or screen where we control the different side temperature no longer works. i found this difficult to understand because it was working before they came and submitted those claims. they then left and so now both sides of the fridge were also not working anymore. I did not have a working fridge over the holidays. I then contacted ABSA Idirect on 4 Jan 2021 to follow up on what needs to happen and so was told that Paragon submitted their report and so because they claim that someone had cut and bypassed the cables, the fridge can no longer be fixed, ABSA Idirect can no longer assist with our claim. i then questiones it and so the lady on phone read out the initial assessment report and so apparently it was also stated that the fridege has a syberia compressor instead of the original compressor. I then informed the lady that i was not aware of that as theat was not what was informed to me and signed. after being questioned multiple times that i was being untruthful regarding some else working on the frodge, i told the lady that i am only aware of the one guy whom only comes to refill the gas and that it doesnt make sense that i would call and pay someone else to fix a fridge when i had it covered for over 5 years with ABSA Idirect. What i also found puzzling is that the lady claims that they cannot continue fixing or replacing our fridge due to the knowledge that someone else worked on it but they had the initial assessment that the fridge compressor had been changed and approved it with that knowledge. Now that this company (Paragon) has destroyed my entire fridge and claims the cause was someone else, my claim can no longer be entertained. what i also found out from the ABSA lady was that their report contained false information. Apparently i was the one who contacted them to inform them of ice build up in the frezer side and that is why they came to fix the fridge the second time around. I then informed the lady that i cannot accept her decision as ABSA cannot leave me in a worse state than i was before i submitted the claim. my freezer side was the only problem i had and now i am siiting with a fridge that is not working. I instructed them that they will need to return the fridge to the conditiopn that it was b efore their *********** technicains arrived. i also asked the ABSA lady that why was all that information of cables cut and bypassed only coming out now after countless unsuccessful attempts to fix the fridge and not on the initial assesmment. she then claimed that it was due to the fact that the freezer side was iced u and so Paragon technicians could not have discovered that. I told her that that was ab surd b ecause the cables and motherboard are positioned on the top of the fridge and not in the freezer. She then said that her manager will contact us to discuss further. I am now writing this review because i have not heard anything since then and i am still sitiing without a working fridge, howevr ABSA Iirect continues to receive my monthly installment on time every month for the last 5 years or more.