Claim number *** and *** poor service

On Wednesday last week I submitted a claim for food after we had no electricity for almost three day due to substation burning down , which was a situation beyond my control all my meat and perishables were spoilt in both refrigerators, to date no consultant has called me to advise the way forward after the electricity came back I noticed the microwave and chest freezer were not working anymore and I did notify the consultant PALESA who was assisting with the claim it’s been 10 days with no microwave no report on the status of the claim every time I have to be the one calling for help , I pay my insurance premiums every month with no hustle and my car in finance by absa too , but the treatment I am getting is disappointing a contents claim should not be kept for that long as a microwave is a very important item in the house