Claim declined

We have made a claim for a fridge on the 6th of April 2023 under Household contents, the insurer only sent an assessor on the 11th,which we understood due to a long Easter weekend. Thereafter there was no any sort of communication from the insurer until we contacted them again for follow and we got advised to call again after atleast 10 days So today on the 25th, we called again 3 times speaking with different consultants, and the 3rd one who goes by the name of Kelly informed us the claim has been declined and the reason was that, 1)my Fridge was old 2) they all cover appliances if are being damaged by lightings and other things which were not explained upojn taking the cover