Delay on my Claim

Its been two weeks since i have logged my claim for power surge to my fridge, they had requested that i obtain a quote and i had done that and once i had submitted the quote, i was advised 48 hour turn around was needed to check through my documents and the 27th of October i received an SMS stating "Good News! we are busy finalizing claim number... We will contact you shortly", which never happened a week had passed and i had to call them and the consultant had processed the paper work with no remorse to me for the delay as i had been without a Fridge for 2 weeks and when i had asked what was the delay, i was told "i apologize we are busy with the storm claims", is my claim not a storm claim?