Absa insurance - appalling service delivery

I have had the most pathetic service from Absa insurance after being a client for 10 years or more with only 1 claim. We logged a claim for our fridge on 17th February 2020 and today is 16th March 2020 and we are still waiting on them to fulfill that claim. We have received the runaround from Absa and their contracted agents. I can understand if it is a washing machine or a tv or some other appliance that you can do without but a fridge is an absolute essential. Firstly, it took a follow up from us to see whether they had received and approved the claim then only did the process start. Absa was sitting with the approval days afterwards without doing anything. this was as per my telephone call with Portia on 24th Feb. she confirmed that they had the report and she will get someone to phone us. Nobody called that day or any day thereafter. Despite several phone calls to Absa and to their agent, Paragon and to Paragon's contractors, we are still without a fridge and it seems like it has become a blame game. Absa blames Paragon who they contract out to and Paragon - spoke to Lizelle - is blaming Smart Appliances, who are contracted to Paragon in the durban area and Smart Appliances (spoke to Nirosha) is blaming Samsung. initially it was the boards that were blown out. twice they brought the part to fix at 5pm on a friday, said it was the wrong part. Came the following week with another incorrect part maintaining that samsung is the problem because they are sending wrong parts. Eventually last week Wednesday, they took the fridge away as it would be ''easier to fix whilst at their premises''. We followed up with them today, spoke to Terence, the fridge has still not been fixed. Not once did Absa contact us to give feedback on the situation. we have been the ones to phone and follow up. So how long before they realise that the fridge is not going to be fixed or cannot be fixed and give us an alternative???....in the meanwhile i have had to throw away so much of food and cannot buy our usual supply for fear of the food going bad and to think we have a state of emergency with the corona virus and should it get to a stage where we are unable to get to the shops, what happens then? Will Absa still be shrugging their shoulders? they are so quick to make sure they deduct the monthly premiums and never fail to increase this on a regular basis and we pay for years. but the one time that we require their urgent service to fulfil their obligation in terms of the contract, we get nothing and there is no platform for taking responsibility because we end up speaking to different people all the time. We will definitely be taking our business elsewhere where we receive the kind of service that is of higher standard especially for the amount of money we pay on a monthly basis. I would like to know how other insurance companies deal with claims of an urgent nature. i truly believe it would have been a lot quicker and cheaper getting it fixed on our own. what is the point of paying exorbitant amounts for insurance when we cannot rely on them to fulfil their obligations?