no feedback no payouts

I phoned on 2nd january to claim my fridges that broke due to power failure. They person who helped me said I need the damage report then I need a detailed food supply in the fridge and then this and then that its almost 2nd march and still nothing although I gave in everything they said now the problem is they do not make my model fridge anymore but they want a quote for it? I send in everything they asked a week ago they said I will have they pay out its a week later and nothing because my fridge make and model has been discontinued how is this fair to me? Now I am still without a fridge and I live 130 kilos outside of town with all this up and down I could have purchase a new fridge full of food. I will start looking for new insurance broker because now I am paying them for excuses.