APPALLING SERVICE & ATTITUDE

Good day I would like to make others aware of INTASURE insurance brokers' appalling service. This is not our first / only bad experience with INTASURE's service but it is the current one. Our fridge just stopped working around Saturday 18 November / Sun 19 November 2017, we only realised Monday 20 November 2017 so my husband contacted a refrigeration technician we know (who no longer works with domestic fridges) to come around & have a look. The technician said fridge was out of gas because of a gas leak. Tuesday 21 November, my husband contacted the insurance to inform them about the fridge and they advised that they will only pay out if it is / was an accidental fault or due to power failure. They sent the necessary forms we had to complete. My husband managed to get the contact number of a reputable refrigeration technician (who has been in this line of business for more than 47 years), contacted him and he came around to check the fridge. He tested the fridge with the necessary tools and concluded that the gas leak was internal, due to corrosion and explained that when a power cut happens and the fridge is off for a long period of time corrosion takes place which cannot be successfully repaired and which you cannot control. The technician's report of our fridge was submitted to INTASURE and they told us to get at least 2 quotes for fridges from a supplier (e.g. Game), we got this from Makro and my husband submitted that together with a list of items + prices of food lost in the process (which we got from Checkers) - these were all submitted on Thursday 23 Nov @ 11h07. Friday there wasn't much (or any) feedback from INTASURE, we were to wait until Monday (27 Nov), they contacted my husband and informed him that they will be sending a "repairer" from their side to assess fridge. Repairer / technician came yesterday afternoon (Tuesday 28 Nov) and said fridge must be discarded as it's irreparable and the reason CALDIS SOUND AND FURNITURE gave is "wear and tear". Wear and tear would be damage to things like the fridge/freezer doors, handles, shelves, drawers, light (going on & off) - things that get handled physically somehow, yet these are all in excellent condition - the inside functioning of the fridge is sealed and cannot be "handled" by us. However, a power cut / outage resulting in fridge being off for an extended period of time can cause internal corrosion - this type of wear and tear if that's what you want to call it, is accidental and completely out of our control. This leads one to wonder / question whether CALDIS SOUND AND FURNITURE receives kick backs from INTASURE (and possibly other insurance companies) for giving a "cause" that will NOT qualify for a claim? INTASURE is very happy to take one's money every month and Hollard hounds one with their adverti*****ts via sms etc but when it comes to providing the necessary services then they're unavailable / in meetings and rarely following up with you / returning your calls. Today again, ANGELA JAMES of INTASURE was supposed to get back to us because ASHRAF BURNS who she needed to discuss with / get an answer from was "in a meeting" again. My husband was awaiting feedback on his enquiry about the report of the technician we got, but they have completely disregarded it and just let him know that the claim has been rejected. In the meantime we are unable to buy certain necessities like milk, cheese, yoghurt, other perishables as well as being unable to cook an amount of food that may have leftovers. We are incredibly unhappy with their service and would like others to do their "homework" before signing up with these sharks. We do not know how else to escalate our immense disappointment and frustration. This is our first step, and our will be doing research on ways to further escalate as well as expose INTASURE / HOLLARD if it comes to that.